Job Requisition ID #25WD92324
About the RoleThe Manager, Tier II Technical Support leads a global team of Tier II Technical Support Specialists responsible for advanced customer escalations, product-level troubleshooting, and operational excellence. This role is accountable for people leadership, daily operations, performance management, and cross-functional coordination with Engineering, Product, and Support Operations.
The ideal candidate thrives in a fast-paced environment, excels in data-driven decision-making, and brings structure, clarity, and consistency to a highly technical team.
ResponsibilitiesPeople Leadership & Coaching- Lead and develop a global team through coaching, 1:1s, performance reviews, and feedback cycles.
- Foster a culture of accountability, clarity, continuous learning, and operational discipline.
- Manage scheduling, coverage balance, workflow adherence, and staffing needs.
Operational Management- Oversee case assignment, queue health, backlog aging, and SLA performance.
- Monitor and report key metrics, including SLA, CSAT, backlog aging, and throughput.
- Identify performance risks and implement corrective action plans.
- Ensure documentation completeness, workflow adherence, and data hygiene.
Incident & Escalation Coordination- Serve as Manager on Duty (MOD) as part of rotational coverage.
- Coordinate communication during production instabilities and cross-functional escalations.
- Partner with Engineering and Incident Management to drive timely updates and ensure alignment.
Cross-Functional Collaboration- Partner with Senior Technical Support Specialists to ensure technical oversight and consistency.
- Work closely with Engineering and Product teams to surface defect trends, product gaps, and stability issues.
- Collaborate with SOPx and Program Management partners to drive workflow improvements, tooling enhancements, and automation initiatives.
Enablement & Onboarding- Support onboarding for new Tier II Specialists through structured training plans.
- Reinforce enablement programs and monitor training completion and effectiveness.
Minimum Qualifications- 5+ years in technical support or SaaS operations, including 2+ years of people leadership.
- Experience managing distributed teams.
- Strong operational management and capacity planning skills.
- Familiarity with SLA management, backlog oversight, and performance reporting.
- Experience with Salesforce, Jira, or similar CRM/issue tracking tools.
- Strong cross-functional communication skills.
Preferred Qualifications- Experience with automation, AI-Ops, or workflow optimization.
- Background supporting multi-product SaaS ecosystems.
- Experience driving process improvements or operational standardization.
- Ability to lead teams through change and tool adoption.
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