Associate Manager, Technical Support
Yesterday• Atlanta, GA
Denver, CO
CO Salary Range: USD 75,200.00 - 121,660.00 per year
Job Requisition ID #
25WD92324
About the Role
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.
Responsibilities
People Leadership & Coaching
- Lead and develop a global team through coaching, 1:1s, 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.
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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.
- Ensure documentation completeness, workflow adherence, and data hygiene.
Incident & Escalation Coordination
- Serve as Manager on Duty (MOD) as part of rotational coverage.
- 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 SOP and Operations 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.
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.
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Learn More
About Autodesk
Welcome to Autodesk! Amazing things are created every day with our software - from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.
We take great pride in our culture here at Autodesk - it's at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world.
When you're an Autodesker, you can do meaningful work that helps build a better world designed and made for all. Ready to shape the world and your future? Join us!
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. by visiting https://benefits.autodesk.com/
Salary transparency
Salary is one part of Autodesk's competitive compensation package. For U.S.-based roles, we expect a starting base salary between $75,200 and $121,660. Offers are based on the candidate's experience and geographic location, and may exceed this range. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.
Sales Careers
Working in sales at Autodesk allows you to build meaningful relationships with customers while growing your career. Join us and help make a better, more sustainable world. Learn more here: https://www.autodesk.com/careers/sales
Equal Employment Opportunity
At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.
Diversity & Belonging
We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging
Are you an existing contractor or consultant with Autodesk?
Please search for open jobs and apply internally (not on this external site).
Client-provided location(s): Atlanta, GA, Denver, CO
Job ID: autodesk-25WD92324
Employment Type: FULL_TIME
Posted: 2025-12-12T19:35:12
Perks and Benefits
Health and Wellness
- Long-Term Disability
- FSA With Employer Contribution
- HSA
- HSA With Employer Contribution
- Fitness Subsidies
- FSA
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Short-Term Disability
- Health Reimbursement Account
- On-Site Gym
- Pet Insurance
- Mental Health Benefits
Parental Benefits
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
- Non-Birth Parent or Paternity Leave
- Birth Parent or Maternity Leave
- Adoption Leave
Work Flexibility
- Flexible Work Hours
- Remote Work Opportunities
- Hybrid Work Opportunities
- Work-From-Home Stipend
Office Life and Perks
- Some Meals Provided
- Commuter Benefits Program
- Casual Dress
- Pet-friendly Office
- Happy Hours
- Snacks
- Company Outings
Vacation and Time Off
- Personal/Sick Days
- Paid Holidays
- Unlimited Paid Time Off
- Leave of Absence
- Paid Vacation
- Sabbatical
- Volunteer Time Off
Financial and Retirement
- Relocation Assistance
- Performance Bonus
- Stock Purchase Program
- Company Equity
- 401(K) With Company Matching
Professional Development
- Shadowing Opportunities
- Access to Online Courses
- Promote From Within
- Learning and Development Stipend
- Lunch and Learns
- Tuition Reimbursement
- Mentor Program
- Internship Program
- Leadership Training Program
- Professional Coaching
- Associate or Rotational Training Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
- Woman founded/led
- Black founded/led
- BIPOC founded/led
- Latinx founded/led
- Asian founded/led
- LGBTQ+ founded/led
- Veteran founded/led