SaaS Product Support Manager — Tier 2 Lead (Hybrid)

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

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.