Customer Support Manager (Tier 2)

Austin TX Minneapolis MN Denver CO Atlanta GA 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. 5+ years of experience in technical support or product support roles within a SaaS or software organization including 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. Familiarity with Agile development and release processes is a plus. 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.