Manager, Tier II SaaS/Product Support

Kastel Group; Sandy Springs (GA); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid work

Job summary

Kastel Group is seeking a Manager of Technical/Application Support in Sandy Springs, GA. You will lead the Application Support Engineers, drive KPI/SLA achievement, and act as the escalation point for complex issues. This hybrid role requires in-office presence 3 days a week.

You will mentor staff, improve processes, and collaborate across departments to deliver strong customer service and reliable production support.

Qualifications

• Experience leading a team in a technical support environment.
• Proven ability to meet SLAs/OLAs and manage incidents.
• Strong communication and cross-functional collaboration skills.

Responsibilities

• Manage the application support engineers, providing line management and mentoring.
• Set team targets to achieve KPI/SLA goals and monitor progress.
• Oversee ticket queues in Zendesk and JIRA and escalate as needed.
• Provide escalation support to customers and internal teams.
• Promote self-service to reduce inbound tickets.
• Present performance reports and conduct evaluations.
• Work with other departments to maximize productivity and motivation.

Skills

People management

Leadership

Communication

Customer service

Incident management

Problem management

SLA/OLA management

Cross-functional collaboration

Tools

Zendesk

JIRA

ITIL

Job description

We are looking for a Manager, Technical/Application Support to join our Technical Support Team in Sandy Springs. This team is responsible for providing Tier 1 and Tier 2 support and service to our merchants, as well as being an internal technical focal point.

You will be responsible for day-to-day management of our Application Support Engineers, including being hands-on, ensuring that production issues are resolved quickly and professionally.

Responsibilities

• Manage the application support engineers, providing line management, mentoring and engagement.
• Establish work procedures and policies according to department standards.
• Set, monitor, and manage team targets to ensure KPI and SLA achievement.
• Ensure ticket queues are managed effectively across Zendesk and JIRA.
• Raise support-related concerns, issues, and improvement feedback to management.
• Promote self-service plans to reduce inbound ticket volume.
• Provide technical support to customers and serve as an escalation point both internally and externally.
• Handle any escalations that require immediate attention from management.
• Work collaboratively and cross-functionally with other departments.
• Present team performance reports and conduct team member performance evaluations.
• Maximize productivity and ensure the team is highly motivated.

Requirements

• 3+ years of experience in an Application Support Lead/Managerial role.
• Experience in people management and technical direction.
• Demonstrable experience of leading a successful team with the ability to motivate and deliver results on a consistent basis.
• Experience in providing services to agreed SLA's/OLA's.
• Experience in Problem and Incident Management according to ITIL standards.
• Ability to work in a fast-paced environment.
• Experience with managing root cause analysis and incident reports.
• Excellent interpersonal and communication skills.
• Experience working in customer service environments, with a strong understanding of customer support standards and service-oriented communication.
• Prior development experience or previous experience in an eCommerce environment is a strong advantage.

This is a hybrid role and requires in-office presence 3x a week at our Sandy Springs, GA office.