{"id":4198023,"url":"https://alion.io/job/xometry-senior-software-support-specialist-tier-2-platform-support-2","title":"Senior Software Support Specialist, Tier-2 Platform Support","company":{"id":179714,"name":"Xometry","domain":"xometry.com","url":"https://alion.io/company/xometry","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":89,"open_postings":87,"ghost_share":0,"stale_share":0.437,"repost_share":0,"time_to_fill_p50_days":56,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Waltham, United States","Boston, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"Confluence","optional":false},{"name":"Incident Management","optional":false},{"name":"Jira","optional":false},{"name":"Kubernetes","optional":false},{"name":"PagerDuty","optional":false},{"name":"Postman","optional":false},{"name":"Slack","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-11-12T18:57:02Z","employer_posted_date":"2026-11-12","last_verified_at":"2026-11-12T21:05:34Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Xometry (NASDAQ: XMTR) powers the industries of today and tomorrow by connecting the people with big ideas to the manufacturers who can bring them to life. Xometry’s digital marketplace gives manufacturers the critical resources they need to grow their business while also making it easy for buyers at Fortune 1000 companies to tap into global manufacturing capacity.\nAbout This Role\nXometry'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).\nYou'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.\nHow You'll Contribute\nMentor and set the technical bar\nMentor 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.\nSet the team's standard for triage, diagnostics and escalation quality, and act as the final technical check before an issue goes to engineering.\nServe as the escalation point for the team on complex, ambiguous or high-priority (Fire / Critical) tickets, and handle them hands-on when needed.\nKeep the Tier-2 Operating Guide, SOPs, knowledge base and response scripts current, and onboard new team members to them.\nOwn the bug lifecycle\nMove every bug from intake to resolution within SLA.\nWork with engineering managers on priority, committed due dates and status, and follow up when commitments slip.\nFind aging, stalled or misrouted bugs and drive them to a decision.\nSpot recurring defects and patterns across tickets, and push for root-cause fixes rather than repeated workarounds.\nKeep reporters updated at every step, so no one has to chase a ticket for status.\nHelp manage the incident lifecycle and metrics\nEnsure incidents are identified correctly and declared quickly in incident.io, routed to the right on-call team and handed off cleanly.\nTrack incident follow-ups and post-incident action items, and make sure bugs opened after an incident to prevent recurrence are tracked to completion.\nOwn Tier-2 SLA and TTX reporting for incidents and bugs.\nTurn the metrics into concrete changes to process, tooling, routing or staffing, and present findings to engineering leadership.\nImprove the system\nFind and automate repetitive Tier-2 work in Jira, Slack, incident.io and our observability tools.\nWork with Customer & Partner Care (Tier-1) on ticket quality, intake checklists and training so fewer tickets get misrouted or arrive incomplete.\nWhat You'll Bring to Xometry\n[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.\nHands-on experience managing a bug lifecycle across several engineering teams, and confidence holding engineers and EMs to their commitments.\nWorking knowledge of incident management practice: severity levels, declaration, handoff, follow-ups and postmortems.\nComfort with metrics: you can define, measure and report SLA and TTX metrics and explain what they mean.\nDeep troubleshooting skills: reading logs and traces, reproducing issues in staging, writing SQL to diagnose data problems, and debugging APIs and integrations (Postman or similar).\nAdvanced Jira skills (workflows, JQL, dashboards) and experience with Confluence and Slack-based support.\nClear, calm written communication with technical and non-technical audiences, especially under pressure.\nSound judgment on priority, scope and when to escalate.\nSignals we look for\nYou've run a support or operations queue where you owned the metrics, not just the tickets.\nYou get engineers to commit to dates and follow through without escalating everything.\nYou write tickets and updates people can act on without a follow-up question.\nYou automate a task the third time you do it by hand.\nHands-on time with incident.io (or PagerDuty), Coralogix or a similar observability tool, Jira Automation, and AWS or Kubernetes-hosted platforms.\nPace: 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.\nXometry is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.\nFor US based roles: Xometry participates in E-Verify and after a job offer is accepted, will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.","description_format":"text","description_chars":5197,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Marketplaces","Contract Manufacturing"],"lifecycle":[{"event":"open","at":"2026-11-12T21:05:34Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"H-1B filings in 12 months: 14","filings_12m":14,"filings_prev_12m":4,"green_card_filings_12m":0,"median_offered_wage_usd":191786,"route":null,"cap_exempt":false,"checked_at":"2026-11-12T07:36:15+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":56,"reasons":["conf:1","win:early","comp:brand"],"computed_at":"2026-11-12T22:45:27Z"},"pay":null,"html_url":"https://alion.io/job/xometry-senior-software-support-specialist-tier-2-platform-support-2","json_url":"https://alion.io/job/xometry-senior-software-support-specialist-tier-2-platform-support-2.json","meta":{"generated_at":"2026-11-12T22:45:27Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":48144,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":179714},"rest":"https://alion.io/mcp/rest/get_company?id=179714"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fxometry-senior-software-support-specialist-tier-2-platform-support-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fxometry-senior-software-support-specialist-tier-2-platform-support-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fxometry-senior-software-support-specialist-tier-2-platform-support-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/xometry-senior-software-support-specialist-tier-2-platform-support-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fxometry-senior-software-support-specialist-tier-2-platform-support-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4198023}},{"tool":"search_jobs","arguments":{"company":"xometry.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4198023},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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