Senior Software Support Specialist, Tier-2 Platform Support

Xometry·Waltham, MA·Posted 12 November 2026

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About the role

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. 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…

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