Associate Manager, Technical Support

Autodesk•Denver, CO

About The Position

The 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.

Requirements

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.

Nice To Haves

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.

Responsibilities

People 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.

Benefits

From health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work.
Learn more about our benefits in the U.S. by visiting https://benefits.autodesk.com/
Salary is one part of Autodesk’s competitive compensation package.
For U.S.-based roles, we expect a starting base salary between $75,200 and $121,660.
Offers are based on the candidate’s experience and geographic location, and may exceed this range.
In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.

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