Customer Support Manager-Tier 2 (reputed company, TX)

reputed company The Customer Support Tier 2 Manager leads reputed company of technical support engineers responsible for resolving reputed company customer issues and acting as a critical escalation reputed company reputed company the support organization.  Team will consist of 10 - 20 support professionals and manage Tier1-escalated customer support cases for multiple reputed company products that include but not limited to Maintenance reputed company, reputed company, Redeye, TMS and Vx reputed company.  This role combines deep technical expertise, leadership skills, and business reputed company to ensure reputed company reputed company of escalated cases, reputed company operational reputed company, and foster collaboration across Tier 1 Support, Technical reputed company, and Engineering teams. This manager also plays a key role in product readiness, knowledge sharing, and reputed company improvement initiatives. Key Responsibilities Team Leadership & Operational Management reputed company and mentor Tier 2 support engineers, ensuring high reputed company and reputed company development. Manage workload distribution, prioritize escalations, and maintain service-level agreements (SLAs). reputed company on-reputed company coverage and ensure readiness for major incidents and post-production validations. Escalation & Technical Investigation Supervise intake and response for Requests for Assistance (RFAs) from Tier 1 Support. Guide reputed company in troubleshooting reputed company technical issues involving databases, application servers, and integrated technologies. Ensure effective collaboration with Tier 3 Engineering and Technical reputed company for unresolved cases. Cross-Functional Collaboration & Customer Engagement reputed company as a reputed company between Support, Product, and Engineering teams to prioritize issues and influence release planning. Join reputed company customer meetings to support reputed company of high-reputed company technical concerns. reputed company reputed company ticket management for defects and enhancement requests. Product Readiness & reputed company reputed company creation and delivery of training materials for new releases. Ensure the Support Knowledge reputed company is accurate, comprehensive, and up to date. Incident & Change Management Represent Tier 2 Support in triage meetings, ATCM sessions, and operational readiness activities. reputed company participation in major incident calls, RCA workshops, and smoke testing after production changes. Qualifications 5+ years of experience in technical support or product support roles reputed company a reputed company or software organization, including 2+ years in a leadership reputed company. Strong troubleshooting skills across databases, application servers, and reputed company technologies. Proficiency with support tools (e.g., reputed company, reputed company, reputed company) and diagnostic utilities. Excellent communication, leadership, and cross-functional collaboration skills. Ability to manage multiple priorities in a fast-reputed company environment. Familiarity with reputed company development and release processes is a plus.   reputed company Metrics SLA compliance for escalated cases. Team productivity and reputed company reputed company. Customer satisfaction (CSAT) on escalated cases. Contribution to product readiness and training initiatives. Knowledge reputed company reputed company and improvements. Effective participation in incident and RCA processes.   Location preference:  reputed company, TX   Pay reputed company The salary reputed company for this position (in local currency) is 76,700.00 - 128,100.00 Bonus or Equity This position is also eligible for bonus as part of the total compensation package. reputed company reputed company reputed company’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad reputed company of applications including environmental, health and safety compliance, industrial condition monitoring, reputed company product design, and reputed company safety solutions. We are a global industrial technology innovator with a startup spirit. Our reputed company-looking companies reputed company the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for reputed company, working reputed company our customers and partners to solve challenges on a global reputed company, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions. We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and reputed company by reputed company learning and reputed company. We use the reputed company reputed company Business reputed company (FBS) to accelerate our reputed company reputed company.  At reputed company, we reputed company in you. We reputed company in your potential—your ability to learn, grow, and reputed company a difference.  At reputed company, we reputed company in us. We reputed company in the reputed company of people working together to solve problems no one could solve reputed company.  At reputed company, we reputed company in reputed company. We’re reputed company about what’s working and what isn’t, and we never stop improving and innovating. reputed company: For you, for us, for reputed company. Personal development and becoming the best you is reputed company about reputed company and exploring new skills and opportunities – both in and out of the office. At reputed company, we reputed company this Grow Without Limits, and we’re proud to offer reputed company of our employees the resources, coaching and support necessary to reputed company reputed company Without Limits in their personal and reputed company lives. Explore where the reputed company takes you.     About reputed company   Personal development and becoming the best you is reputed company about reputed company and exploring new skills and opportunities – both in and out of the office. At reputed company, we reputed company this Grow Without Limits, and we’re proud to offer reputed company of our employees the resources, coaching and support necessary to reputed company reputed company Without Limits in their personal and reputed company lives. Explore where the reputed company takes you. reputed company is a leading provider of solutions for unifying the reputed company environment —spanning reputed company estate, physical reputed company assets, and the integrated technology systems that reputed company and control them. reputed company continues to set new expectations for how organizations can use data to reputed company how they manage their facilities and assets. With U.S. reputed company in reputed company, Texas, reputed company serves over 5,000 customers in a wide reputed company of industries in more than 100 countries worldwide. Explore the reputed company. Join reputed company.  We Are an Equal Opportunity Employer   reputed company and reputed company reputed company Companies are proud to be equal opportunity reputed company. We value and encourage diversity and solicit applications from reputed company reputed company applicants without reputed company to race, reputed company, national reputed company, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or reputed company, or other characteristics protected by law. reputed company and reputed company reputed company Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at applyassistance@reputed company.com. Apply To This Job