Role Summary
The Customer Support Tier 2 Manager leads a team of technical support engineers responsible for resolving complex customer issues and acting as a critical escalation point within the support organization. Team will consist of 10 - 20 support professionals and manage Tier1-escalated customer support cases for multiple SAAS products that include but not limited to Maintenance Connection, Meridian, Redeye, TMS and Vx Field. This role combines deep technical expertise, leadership skills, and business insight to ensure timely resolution of escalated cases, drive operational excellence, and foster collaboration across Tier 1 Support, Technical Operations, and Engineering teams. This manager also plays a key role in product readiness, knowledge sharing, and continuous improvement initiatives.
Key Responsibilities
Team Leadership & Operational Management
- 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.
Escalation & Technical Investigation
- 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.
- Ensure effective collaboration with Tier 3 Engineering and Technical Operations for unresolved cases.
Cross-Functional Collaboration & Customer Engagement
- 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.
Product Readiness & Knowledge Management
- Drive creation and delivery of training materials for new releases.
- Ensure the Support Knowledge Base is accurate, comprehensive, and up to date.
Incident & Change Management
- Represent Tier 2 Support in triage meetings, ATCM sessions, and operational readiness activities.
- Lead 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 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.
Performance Metrics
- SLA compliance for escalated cases.
- Team productivity and resolution quality.
- Customer satisfaction (CSAT) on escalated cases.
- Contribution to product readiness and training initiatives.
- Knowledge base accuracy and improvements.
- Effective participation in incident and RCA processes.
Location preference:
- Austin, TX
Pay Range
The salary range 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.
About UsFortive Corporation Overview
Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.
We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, 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 energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.
At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.
At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.
At Fortive, we believe in growth. We’re honest about what’s working and what isn’t, and we never stop improving and innovating.
Fortive: For you, for us, for growth.
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