Customer Support Manager – Tier 2

Job not on LinkedIn

🕒 5 days ago

🤠 Texas – Remote

🤠 Texas – Remote

💵 $76.7k - $128.1k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Fortive

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2016

🏢 Enterprise

⚕️ Healthcare Insurance

💰 Post-IPO Equity on 2020-03

Enterprise • Healthcare Insurance

Fortive is a global industrial technology company that specializes in delivering advanced healthcare solutions, intelligent operating solutions, and precision technologies. With a team of 18,000 employees, Fortive works on solving tough technical challenges, empowering safer, smarter, and more efficient industrial operations. The company emphasizes sustainability, integrity, and continuous improvement, striving for a future that's stronger, safer, and smarter. Fortive has been recognized as one of America's Most Responsible Companies, demonstrating its commitment to positive social and environmental impact.

📋 Description

• Lead and mentor Tier 2 support engineers, ensuring high performance and professional development. • Manage workload distribution, prioritize escalations, and maintain service-level agreements (SLAs). • Supervise intake and response for Requests for Assistance (RFAs) from Tier 1 Support. • Guide the team in troubleshooting complex technical issues involving databases, application servers, and integrated technologies. • Act as a liaison between Support, Product, and Engineering teams to prioritize issues and influence release planning. • Drive creation and delivery of training materials for new releases. • Represent Tier 2 Support in triage meetings, ATCM sessions, and operational readiness activities.

🎯 Requirements

• 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.

🏖️ Benefits

• This position is also eligible for bonus as part of the total compensation package.