Technical Support Supervisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead and nurture the Technical Support team through KPI monitoring, ticket evaluations, and focused coaching.

• Direct customer interactions to gauge downtime and enhance effective training, engagement, and operational practices.

• Promote proactive prevention by refining processes, monitoring, and enabling improvements.

• Oversee change management, which includes the incorporation of new support functions and the deployment of a new CRM system.

• Manage daily shift activities, coverage, queue velocity, and adherence to SLAs.

• Act as Duty Manager during high-priority incidents, overseeing communications, resources, escalations, and coordination efforts.

• Assess issues based on customer impact and contractual SLAs for prioritization.

• Establish and oversee escalation protocols.

• Provide executive summaries to stakeholders concerning next steps, timelines, and estimated resolution times.

• Manage customer relationships during escalations and critical situations.

• Ensure the effective utilization of support tools to evaluate team activity, productivity, efficiency, and quality.

• Forge partnerships with Engineering, Commissioning, QA, Sales, and other departments.

• Champion automation and tooling enhancements in collaboration with engineering and tooling teams.

• Engage in initiatives related to escalated issues, customer migrations, product testing, implementations, and training.

• Conduct post-incident reviews, root cause analyses, and KPI trend assessments.

• Convert insights into process improvements, documentation, and team empowerment.

• Identify recurring trends and systemic issues to enhance proactive service delivery.

⛳️ Requirements

• Bachelor's degree in Mechanical Engineering, Computer Science, or a related technical field is preferred; equivalent technical experience will be considered.

• At least 1 year of experience in people management or team leadership is preferred.

• Minimum of 3 years of experience in supporting customers within a complex, fast-paced technical environment.

• Experience in a 24/7 support setting with a strong emphasis on customer success.

• Proficient in control center software, dashboards, trend analysis, and presenting findings to stakeholders.

• Solid understanding of Linux, Windows, PLCs, network troubleshooting, and mechanical/electrical schematics.

• Proven ability to maintain composure under pressure while handling multiple high-priority issues.

• Data-driven approach with the capability to convert customer feedback into actionable enhancements.

• Strong partnership skills with the ability to serve as a trusted advisor to clients.

• Proficiency in Linux shell and scripting for task automation.

• Familiarity with Ansible, Kubernetes, and RabbitMQ.

• Experience with SQL and the ability to create and modify scripts.

• A seasoned leader with experience navigating periods of organizational growth and increased complexity.

• Demonstrated operational discipline and adaptability.

• Capacity to collaboratively influence change across both customer and internal teams.

• Technical credibility complemented by strong leadership in both people and operational aspects.

• Valid driver's license with the ability to drive or fly to client and other customer locations.

• Ability to possess a credit card and manage personal expenses for reimbursement.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• Disability benefits

• 401K

• PTO

• Up to 15% travel may be required

• Expense reimbursement on a bi-weekly basis