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Rootshell Inc · 3 hours ago

Lead L2 Support / Technical Support Manager – Order to Cash

Santa Clara, CA

Contract

Onsite

Lead/Staff

Rootshell Inc. is a recognized provider of professional IT Consulting services in the US. They are actively seeking a Lead L2 Support / Technical Support Manager – Order to Cash to lead a team of support engineers and manage complex technical issues across Order-to-Cash systems.

Information TechnologyProfessional ServicesSoftwareWeb Design

H1B Sponsor Likely

Hiring Manager

Sid K

Responsibilities

Lead and mentor a team of L2 support engineers, ensuring efficient ticket handling, SLA adherence, and continuous skill development

Serve as the primary escalation point for complex technical and customer-impacting issues across Order-to-Cash systems

Diagnose and resolve intricate application and platform issues using advanced debugging, scripting, and troubleshooting techniques

Manage critical incidents, coordinate cross-functional resolution efforts, and drive timely restoration of services

Perform root cause analysis (RCA) and implement corrective and preventive actions to reduce incident recurrence

Communicate effectively with customers and internal stakeholders to manage expectations and deliver timely updates

Develop, maintain, and promote knowledge base articles and best practices to improve team efficiency and first-time resolution

Identify and implement process improvements to optimize support workflows, tools, and operational efficiency

Leverage tools such as ServiceNow, MySQL, Postman, and GSuite for troubleshooting, reporting, and operational insights

Support global operations through shift-based and on-call coverage while meeting MTTA, MTTR, and SLA commitments

Qualification

Order-to-Cash systemsIncident managementRoot cause analysisServiceNowMySQLPostmanGSuiteCustomer communicationProcess improvementTeam leadership

Required