Manager, Tier 2 Technical Support

Motive; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

Motive is seeking an experienced Manager of Technical Account Manager to lead a Tier 2 Technical Support organization within our Global Support team. You will own team performance, staffing, scheduling, and escalation management across segments, and partner with Product, Engineering, Sales, and Customer Success.

You will develop teams of Technical Support Engineers and Technical Account Managers, drive CSAT, SLA, FCR, backlog health, and ensure high-quality escalations and customer outcomes.

Qualifications

• 5+ years directly managing technical teams in a fast-paced, high-volume support environment.
• Experience managing escalations and incidents, working with Product/Engineering, and presenting to senior stakeholders.
• Proven track record of building, coaching, and retaining high-performing technical teams.
• Strong command of support metrics and building dashboards using SFDC, Tableau, and similar tools.

Responsibilities

• Own performance, staffing, and scheduling for pods to meet SLAs and KPIs.
• Provide day-to-day leadership with regular 1:1s and performance reviews.
• Set quarterly goals aligned with Technical Support and company objectives.
• Hire, onboard, and ramp new team members with 30–60 day plans.
• Serve as top-line escalation owner for high-priority cases and incidents.
• Lead on-call rotation and post-incident reviews.
• Monitor queue health and backlogs; rebalance work to protect SLAs.
• Develop SOPs and processes to drive efficiency and consistency.
• Collaborate with Product and Engineering to resolve core issues and influence roadmaps.
• Own weekly and monthly business reviews and dashboards.

Skills

Team leadership

Escalation management

Stakeholder communication

Performance coaching

KPI dashboards

Salesforce/Tableau proficiency

Tools

Salesforce Service Cloud

Tableau

Jira

Confluence

GSuite/Google Sheets

Job description

Motive is seeking an experienced Manager of Technical Account Manager to lead a Tier 2 Technical Support organization within our Global Support team. You will own team performance, staffing, scheduling, and escalation management across segments, and partner with Product, Engineering, Sales, and Customer Success.

You will develop teams of Technical Support Engineers and Technical Account Managers, drive CSAT, SLA, FCR, backlog health, and ensure high-quality escalations and customer outcomes.