Associate Manager, Technical Support

About the Role

People Leadership & Coaching: Lead and develop a global team through coaching, one‑on‑ones, 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 Management: Oversee 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 while ensuring documentation completeness, workflow adherence, and data hygiene. Incident & Escalation Coordination: Serve as Manager on Duty (MOD) in a rotational coverage model. Coordinate communication during production instabilities and cross‑functional escalations. Partner with Engineering and Incident Management to drive timely updates and ensure alignment. Cross‑Functional Collaboration: Partner 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 SOPx and Program Management partners to drive workflow improvements, tooling enhancements, and automation initiatives. Enablement & Onboarding: Support onboarding for new Tier II Specialists through structured training plans. Reinforce enablement programs and monitor training completion and effectiveness. • Lead and develop a global Tier II Technical Support team through coaching, performance reviews, and feedback. • Manage scheduling, coverage, workflow adherence, and staffing for the support organization. • Oversee case assignment, queue health, backlog aging, SLA performance, and key metrics such as CSAT and throughput. • Identify performance risks, implement corrective action plans, and ensure documentation and data hygiene. • Serve as Manager on Duty, coordinating communication during production incidents and cross‑functional escalations. • Partner with Engineering, Product, and Incident Management to provide timely updates and align on issues. • Collaborate with Senior Technical Support, Engineering, and Program Management to improve workflows, tooling, and automation. • Design and deliver onboarding and training programs for new Tier II Specialists and track enablement effectiveness.

Key Responsibilities

• ▸team leadership
• ▸sla management
• ▸incident coordination
• ▸workflow automation
• ▸training enablement
• ▸metrics monitoring

What You Bring

Job Requisition ID # 25WD92324. 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. Minimum Qualifications: 5+ 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 Qualifications: Experience 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. • Minimum qualifications: 5+ years in technical support/SaaS, 2+ years of people leadership, distributed team management, SLA/backlog oversight, and experience with Salesforce or Jira. • Preferred qualifications: automation or AI‑Ops experience, multi‑product SaaS background, process improvement leadership, and change adoption expertise.

Requirements

• ▸saas
• ▸people leadership
• ▸distributed teams
• ▸sla management
• ▸salesforce
• ▸automation

Benefits

Benefits: From 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. at https://benefits.autodesk.com/. Salary Transparency: For U.S.-based roles, the starting base salary ranges from $75,200 to $121,660, with offers based on experience and location and may exceed this range. Compensation may also include annual cash bonuses, commissions, stock grants, and a comprehensive benefits package. • Compensation includes a base salary of $75,200–$121,660 (U.S.), potential bonuses, commissions, stock grants, and comprehensive benefits. • Benefits cover health, financial, wellness, and paid time off; details at benefits.autodesk.com.

Work Environment

Office Full-Time