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
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Lead and mentor Tier 2 support engineers, ensuring high performance and professional development.
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Manage workload distribution, prioritize escalations, and maintain service-level agreements (SLAs).
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Oversee on-call coverage and ensure readiness for major incidents and post-production validations.
Escalation & Technical Investigation
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Supervise intake and response for Requests for Assistance (RFAs) from Tier 1 Support.
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Guide the team in troubleshooting complex technical issues involving databases, application servers, and integrated technologies.
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Ensure effective collaboration with Tier 3 Engineering and Technical Operations for unresolved cases.
Cross-Functional Collaboration & Customer Engagement
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Act as a liaison between Support, Product, and Engineering teams to prioritize issues and influence release planning.
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Join strategic customer meetings to support resolution of high-impact technical concerns.
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Oversee Jira ticket management for defects and enhancement requests.
Product Readiness & Knowledge Management
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Drive creation and delivery of training materials for new releases.
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Ensure the Support Knowledge Base is accurate, comprehensive, and up to date.
Incident & Change Management
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Represent Tier 2 Support in triage meetings, ATCM sessions, and operational readiness activities.
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Lead participation in major incident calls, RCA workshops, and smoke testing after production changes.
Qualifications
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5+ years of experience in technical support or product support roles within a SaaS or software organization, including 2+ years in a leadership capacity.
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Strong troubleshooting skills across databases, application servers, and cloud technologies.
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Proficiency with support tools (e.g., Jira, Salesforce, Zendesk) and diagnostic utilities.
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Excellent communication, leadership, and cross-functional collaboration skills.
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Ability to manage multiple priorities in a fast-paced environment.
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Familiarity with Agile development and release processes is a plus.
Performance Metrics
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SLA compliance for escalated cases.
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Team productivity and resolution quality.
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Customer satisfaction (CSAT) on escalated cases.
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Contribution to product readiness and training initiatives.
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Knowledge base accuracy and improvements.
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Effective participation in incident and RCA processes.
Location preference:
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.
Fortive Corporation Overview
Fortive's essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare.
We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions. 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 advanced technologies that help providers focus on exceptional patient care.
We are a diverse team 10,000 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.
About Accruent
Personal development and becoming the best you is all about growth and exploring new skills and opportunities – both in and out of the office. At Accruent, we call this Grow Without Limits, and we’re proud to offer each of our employees the resources, coaching and support necessary to achieve Growth Without Limits in their personal and professional lives. Explore where the path takes you.
Accruent is a leading provider of solutions for unifying the built environment —spanning real estate, physical and digital assets, and the integrated technology systems that connect and control them. Accruent continues to set new expectations for how organizations can use data to transform how they manage their facilities and assets. With U.S. headquarters in Austin, Texas, Accruent serves over 5,000 customers in a wide range of industries in more than 100 countries worldwide.
We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive 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 [email protected].
Bonus or Equity
This position is also eligible for bonus as part of the total compensation package.
Pay Range
The salary range for this position (in local currency) is 76,700.00 - 128,100.00
Personal development and becoming the best you is all about growth and exploring new skills and opportunities – both in and out of the office. At Accruent, we call this Grow Without Limits, and we’re proud to offer each of our employees the resources, coaching and support necessary to achieve Growth Without Limits in their personal and professional lives. Explore where the path takes you.
Accruent is a leading provider of solutions for unifying the built environment —spanning real estate, physical and digital assets, and the integrated technology systems that connect and control them. Accruent continues to set new expectations for how organizations can use data to transform how they manage their facilities and assets. With U.S. headquarters in Austin, Texas, Accruent serves over 5,000 customers in a wide range of industries in more than 100 countries worldwide.
We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive 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 [email protected].
The salary range for this position (in local currency) is 76,700.00 - 128,100.00This position is also eligible for bonus as part of the total compensation package.
