Customer Support Manager-Tier 2 (Austin, TX)

Accruent is a leading provider of solutions for unifying the built environment. The Customer Support Tier 2 Manager leads a team of technical support engineers responsible for resolving complex customer issues and acts as a critical escalation point within the support organization.

Responsibilities:

• 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
• 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
• 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
• Drive creation and delivery of training materials for new releases
• Ensure the Support Knowledge Base is accurate, comprehensive, and up to date
• 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

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