Job Requisition ID #25WD92324About the Role The Manager, Tier II Technical Support leads a global team of Tier II Technical Support Specialists responsible for advanced customer escalations, product-level troubleshooting, and operational excellence. This role is accountable for people leadership, daily operations, performance management, and cross-functional coordination with Engineering, Product, and Support Operations.The ideal candidate thrives in a fast-paced environment, excels in data-driven decision-making, and brings structure, clarity, and consistency to a highly technical team. ResponsibilitiesPeople Leadership & CoachingLead and develop a global team through coaching, 1:1s, performance reviews, and feedback cycles.Foster a culture of accountability, clarity, continuous learning, and operational discipline.Manage scheduling, coverage balance, workflow adherence, and staffing needs.Operational ManagementOversee case assignment, queue health, backlog aging, and SLA performance.Monitor and report key metrics, including SLA, CSAT, backlog aging, and throughput.Identify performance risks and implement corrective action plans.Ensure documentation completeness, workflow adherence, and data hygiene.Incident & Escalation CoordinationServe as Manager on Duty (MOD) as part of rotational coverage.Coordinate communication during production instabilities and cross-functional escalations.Partner with Engineering and Incident Management to drive timely updates and ensure alignment.Cross-Functional CollaborationPartner with Senior Technical Support Specialists to ensure technical oversight and consistency.Work closely with Engineering and Product teams to surface defect trends, product gaps, and stability issues.Collaborate with SOP and Operations partners to drive workflow improvements, tooling enhancements, and automation initiatives.Enablement & OnboardingSupport onboarding for new Tier II Specialists through structured training plans.Reinforce enablement programs and monitor training completion and effectiveness.Minimum Qualifications5+ years in technical support or SaaS operations, including 2+ years of people leadership.Experience managing distributed teams.Strong operational management and capacity planning skills.Familiarity with SLA management, backlog oversight, and performance reporting.Experience with Salesforce, Jira, or similar CRM/issue tracking tools.Strong cross-functional communication skills.Preferred QualificationsExperience with automation, AI-Ops, or workflow optimization.Background supporting multi-product SaaS ecosystems.Experience driving process improvements or operational standardization.Ability to lead teams through change and tool adoption.#LI-SV1Learn MoreAbout AutodeskWelcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.We take great pride in our culture here at Autodesk – it’s at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world.When you’re an Autodesker, you can do meaningful work that helps build a better world designed and made for all. Ready to shape the world and your future? Join us!BenefitsFrom health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work. Learn more about our benefits in the U.S. by visiting https://benefits.autodesk.com/Salary transparencySalary is one part of Autodesk’s competitive compensation package. For U.S.-based roles, we expect a starting base salary between $75,200 and $121,660. Offers are based on the candidate’s experience and geographic location, and may exceed this range. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.Sales CareersWorking in sales at Autodesk allows you to build meaningful relationships with customers while growing your career. Join us and help make a better, more sustainable world. Learn more here: https://www.autodesk.com/careers/salesEqual Employment Opportunity At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.Diversity & BelongingWe take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belongingAre you an existing contractor or consultant with Autodesk? Please search for open jobs and apply internally (not on this external site).
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