[Remote] Customer Support Manager-Tier 2 (Austin, TX)

Note: The job is a remote job and is open to candidates in USA. 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.ResponsibilitiesLead and mentor Tier 2 support engineers, ensuring high performance and professional developmentManage workload distribution, prioritize escalations, and maintain service-level agreements (SLAs)Oversee on-call coverage and ensure readiness for major incidents and post-production validationsSupervise intake and response for Requests for Assistance (RFAs) from Tier 1 SupportGuide the team in troubleshooting complex technical issues involving databases, application servers, and integrated technologiesEnsure effective collaboration with Tier 3 Engineering and Technical Operations for unresolved casesAct as a liaison between Support, Product, and Engineering teams to prioritize issues and influence release planningJoin strategic customer meetings to support resolution of high-impact technical concernsOversee Jira ticket management for defects and enhancement requestsDrive creation and delivery of training materials for new releasesEnsure the Support Knowledge Base is accurate, comprehensive, and up to dateRepresent Tier 2 Support in triage meetings, ATCM sessions, and operational readiness activitiesLead participation in major incident calls, RCA workshops, and smoke testing after production changesSkills5+ years of experience in technical support or product support roles within a SaaS or software organization, including 2+ years in a leadership capacityStrong troubleshooting skills across databases, application servers, and cloud technologiesProficiency with support tools (e.g., Jira, Salesforce, Zendesk) and diagnostic utilitiesExcellent communication, leadership, and cross-functional collaboration skillsAbility to manage multiple priorities in a fast-paced environmentFamiliarity with Agile development and release processes is a plusBenefitsThis position is also eligible for bonus as part of the total compensation package.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.Company OverviewAccruent is a global software company that helps organizations transform how they manage their physical resources. It was founded in 1995, and is headquartered in Austin, Texas, USA, with a workforce of 1001-5000 employees. Its website is http://www.accruent.com.