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Customer Support Tier2 Manager - Asset Solutions Group at Fortive

, , United States -

Full Time

Start Date

Immediate

Expiry Date

03 Apr, 26

Salary

0.0

Posted On

03 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Leadership, Troubleshooting, Databases, Application Servers, Cloud Technologies, Support Tools, Communication, Collaboration, Agile Development, Incident Management, Training Materials, Knowledge Base, Workload Distribution, Escalation Management, Customer Meetings

Industry

electrical;Appliances;and Electronics Manufacturing

Description

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.

Responsibilities

Lead and mentor Tier 2 support engineers while managing workload distribution and prioritizing escalations. Oversee on-call coverage, ensure readiness for major incidents, and drive the creation of training materials.