Senior Software Support Specialist, Tier-2 Platform Support

Title: Senior Software Support Specialist, Tier-2 Platform Support Location: Waltham, MA

About This Role

Xometry's Tier-2 Platform Support team takes the escalations first-line support can't resolve, especially issues that need several engineering teams to work together. We're looking for a Senior Software Support Specialist to be the team's technical lead. You'll guide our Tier-2 Platform Support Specialists through the hardest tickets, own the full lifecycle of every bug that comes through Tier-2, and work with your manager to run the incident lifecycle and improve our time-to-X metrics (TTA, TTR, time to triage and time to escalate).

You'll set the standard for how platform issues get triaged, documented, escalated and closed. You'll also keep the team, engineering and reporters informed, and keep the process honest about what's working.

How You'll Contribute

Mentor and set the technical bar

• Mentor Tier-2 Platform Support Specialists on troubleshooting and escalation: review their tickets and escalation write-ups, pair on hard cases and help them build their technical depth.
• Set the team's standard for triage, diagnostics and escalation quality, and act as the final technical check before an issue goes to engineering.
• Serve as the escalation point for the team on complex, ambiguous or high-priority (Fire / Critical) tickets, and handle them hands-on when needed.
• Keep the Tier-2 Operating Guide, SOPs, knowledge base and response scripts current, and onboard new team members to them.

Own the bug lifecycle

• Move every bug from intake to resolution within SLA.
• Work with engineering managers on priority, committed due dates and status, and follow up when commitments slip.
• Find aging, stalled or misrouted bugs and drive them to a decision.
• Spot recurring defects and patterns across tickets, and push for root-cause fixes rather than repeated workarounds.
• Keep reporters updated at every step, so no one has to chase a ticket for status.

Help manage the incident lifecycle and metrics

• Ensure incidents are identified correctly and declared quickly in incident.io, routed to the right on-call team and handed off cleanly.
• Track incident follow-ups and post-incident action items, and make sure bugs opened after an incident to prevent recurrence are tracked to completion.
• Own Tier-2 SLA and TTX reporting for incidents and bugs.
• Turn the metrics into concrete changes to process, tooling, routing or staffing, and present findings to engineering leadership.

Improve the system

• Find and automate repetitive Tier-2 work in Jira, Slack, incident.io and our observability tools.
• Work with Customer & Partner Care (Tier-1) on ticket quality, intake checklists and training so fewer tickets get misrouted or arrive incomplete.

What You'll Bring to Xometry

• [5+] years in technical or application support, production support or a similar role at a SaaS or platform company, including time as a technical lead or senior escalation point who mentors other support engineers.
• Hands-on experience managing a bug lifecycle across several engineering teams, and confidence holding engineers and EMs to their commitments.
• Working knowledge of incident management practice: severity levels, declaration, handoff, follow-ups and postmortems.
• Comfort with metrics: you can define, measure and report SLA and TTX metrics and explain what they mean.
• Deep troubleshooting skills: reading logs and traces, reproducing issues in staging, writing SQL to diagnose data problems, and debugging APIs and integrations (Postman or similar).
• Advanced Jira skills (workflows, JQL, dashboards) and experience with Confluence and Slack-based support.
• Clear, calm written communication with technical and non-technical audiences, especially under pressure.
• Sound judgment on priority, scope and when to escalate.

Signals we look for

• You've run a support or operations queue where you owned the metrics, not just the tickets.
• You get engineers to commit to dates and follow through without escalating everything.
• You write tickets and updates people can act on without a follow-up question.
• You automate a task the third time you do it by hand.
• Hands-on time with incident.io (or PagerDuty), Coralogix or a similar observability tool, Jira Automation, and AWS or Kubernetes-hosted platforms.

Pace: Tier-2 runs on SLAs measured in minutes for P1 tickets. In a single day you'll move between hands-on triage, coaching and metrics review, keeping the queue moving while you improve how it works.