**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 prof...