Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

Leads a team of 10-20 technical support engineers, resolving complex customer issues and acting as a critical escalation point for Tier 1-escalated cases across multiple SaaS products including Maintenance Connection, Meridian, Redeye, TMS, and Vx Field. This role combines deep technical expertise, leadership skills, and business insight to ensure timely resolution, 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.

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.
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.

Skills

Troubleshooting (databases)
Troubleshooting (application servers)
Troubleshooting (cloud technologies)
Leadership
Communication
Cross-functional collaboration
Jira
Salesforce
Zendesk
Agile development
Release processes

Location

Austin, TX

Experience Level

5+ years of experience in technical support or product support roles
2+ years in a leadership capacity

Salary/Compensations

76,700.00 - 128,100.00 (local currency)

Benefits

Eligible for bonus as part of the total compensation package

About the Company

Fortive's essential technology makes the world stronger, safer, and smarter.
Fortive accelerates transformation across environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.
Fortive is a global industrial technology innovator with a startup spirit.
Fortive's forward-looking companies lead in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies.
Fortive is a force for progress, solving challenges on a global scale.
Fortive is a diverse team of 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth.
Fortive uses the proven Fortive Business System (FBS) to accelerate positive impact.
Fortive believes in employee potential, ability to learn, grow, and make a difference.
Fortive believes in the power of people working together to solve problems.
Fortive believes in growth, continuous improvement, and innovation.
Accruent offers "Grow Without Limits" resources, coaching, and support for personal and professional development.
Accruent is a leading provider of solutions for unifying the built environment.
Accruent solutions span real estate, physical and digital assets, and integrated technology systems.
Accruent sets new expectations for how organizations use data to transform facility and asset management.
Accruent has U.S. headquarters in Austin, Texas.
Accruent serves over 5,000 customers in a wide range of industries in more than 100 countries worldwide.

Equal Opportunity

We Are an Equal Opportunity Employer.
Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers.
Fortive values and encourages diversity and solicits 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 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 should contact applyassistance@fortive.com.