About The Position
Lead and mentor Tier 2 support engineers, ensuring high performance and professional development. Manage workload distribution, prioritize escalations, and maintain service-level agreements (SLAs). Oversee on-call coverage and ensure readiness for major incidents and post-production validations. Drive creation and delivery of training materials for new releases. Ensure the Support Knowledge Base is accurate, comprehensive, and up to date. Guide the team in troubleshooting complex technical issues involving databases, application servers, and integrated technologies. Ensure effective collaboration with Tier 3 Engineering and Technical Operations for unresolved cases. Act as a liaison between Support, Product, and Engineering teams to prioritize issues and influence release planning. Join strategic customer meetings to support resolution of high-impact technical concerns. Oversee Jira ticket management for defects and enhancement requests.
Requirements
- 5+ years of experience in technical support or product support roles within a SaaS or software organization
- 2+ years in a leadership capacity
- Strong troubleshooting skills across databases, application servers, and cloud technologies
- Proficiency with support tools (e.g., Jira, Salesforce, Zendesk) and diagnostic utilities
- Excellent communication, leadership, and cross-functional collaboration skills
- Ability to manage multiple priorities in a fast-paced environment
Nice To Haves
- Familiarity with Agile development and release processes is a plus
Responsibilities
- Lead and mentor Tier 2 support engineers
- Manage workload distribution
- Prioritize escalations
- Maintain service-level agreements (SLAs)
- Oversee on-call coverage
- Ensure readiness for major incidents and post-production validations
- Drive creation and delivery of training materials for new releases
- Ensure the Support Knowledge Base is accurate, comprehensive, and up to date
- Guide the team in troubleshooting complex technical issues
- Ensure effective collaboration with Tier 3 Engineering and Technical Operations
- Act as a liaison between Support, Product, and Engineering teams
- Join strategic customer meetings to support resolution of high-impact technical concerns
- Oversee Jira ticket management for defects and enhancement requests
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
