Tier 3 Support Manager

BambooHR; Utah; Hybrid; USD 80,000 - 120,000; Full time

Job summary

BambooHR is looking for an experienced Tier 3 Support Manager to lead its technical support team in Utah. The role includes managing complex issue resolutions, overseeing a team, and collaborating with engineering for continuous improvement. Join a company committed to employee growth and building impactful HR software.

Benefits

Comprehensive health, life, and disability insurance

Generous leave policies including 4 weeks of vacation

12 company holidays and parental leave

Volunteer time off for work-life balance

Qualifications

• Minimum of 5 years in technical support, 3 years in leadership.
• Experience with support ticketing systems and CRM tools.
• Strong ability in incident management.

Responsibilities

• Lead the Tier 3 support team; manage escalated technical issues.
• Monitor support metrics and drive customer satisfaction.
• Develop and implement support processes and best practices.

Skills

Problem-solving

Analytical skills

Leadership

Interpersonal skills

Organizational skills

Education

Bachelor’s degree in Computer Science or Information Technology

Tools

JIRA

Salesforce

Incident Management tools

Job description

Please Note: This is a Utah-based hybrid position which will require some regular in-office days each week. Additionally, employment with BambooHR is contingent on passing both a background and credit check.

We are seeking an experienced and dedicated Tier 3 Support Manager to lead our technical support team in providing top-tier service to our clients. The ideal candidate will have a strong technical background, excellent problem-solving skills, and the ability to manage and mentor a team of support engineers. The Tier 3 Support Manager will be responsible for overseeing the resolution of complex technical issues, ensuring customer satisfaction, and driving continuous improvement in support processes.

You will:

• Lead and manage the Tier 3 support team, providing guidance, training, and performance evaluations.
• Oversee the resolution of complex technical issues escalated from Tier 1 and Tier 2 support teams.
• Collaborate closely with product engineering teams to address and resolve product-related issues, ensuring that customer feedback is integrated into product development.
• Work in partnership with customer support teams to streamline escalation processes and improve overall customer experience.
• Develop and implement support processes and best practices to improve efficiency and customer satisfaction.
• Monitor support metrics and KPIs to ensure team performance meets organizational goals.
• Act as a point of escalation for critical customer issues and ensure timely resolution.
• Maintain up-to-date knowledge of company products and services to provide expert-level support.
• Work with cross-functional teams to identify and address systemic issues and drive product improvements.
• Prepare and present regular reports on support team performance and customer feedback to senior management.
• Foster a customer-centric culture within the support team, ensuring a high level of customer satisfaction.
• Lead incident management efforts, coordinating with relevant teams to ensure timely and effective resolution of incidents.
• Develop and maintain incident management processes, ensuring clear communication and documentation during incidents.

What You Need to Get the Job Done

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• Minimum of 5 years of experience in a technical support role, with at least 3 years in a leadership or management position.
• Strong technical background with expertise in JIRA, Salesforce, Incident Management tooling.
• Excellent problem-solving and analytical skills.
• Proven ability to lead and motivate a team in a fast-paced environment.
• Exceptional communication and interpersonal skills.
• Experience with support ticketing systems and customer relationship management (CRM) tools.
• Ability to work collaboratively with cross-functional teams, including product engineering and customer support.
• Strong organizational and time management skills.
• Experience in incident management and the ability to lead incident response efforts.
• Comprehensive health, life, and disability insurance
• Generous leave policies that include 4 weeks of vacation, 12 company holidays, parental leave, and volunteer time off so you can enjoy quality of life

At BambooHR, we're building something different: we're building a people intelligence platform that transforms HR and sets people free to do great work! We're a proven market leader driving innovation while building lasting success through thoughtful, sustainable growth. Here, you'll find a place that champions growth: both professional and personal, both individual and collective.

We invest in potential, giving you the space to stretch your capabilities and turn good ideas into reality while providing the safety net of a supportive, values-driven culture. Our approach combines meaningful work with meaningful lives, offering competitive benefits, professional development, and the flexibility to thrive both in and outside the office.

What sets us apart isn't just what we do, but how we do it: with openness, integrity, and a shared commitment to doing the right thing. Join us in creating HR software that makes work better for everyone, while we make work better for you.

BambooHR is committed to the full inclusion of all qualified individuals and will ensure that persons with disabilities are provided reasonable accommodations throughout the hiring process. If you would like to request accommodations, please let your recruiter know.

BambooHR is An Equal Opportunity Employer--M/F/D/V
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