Supervisor Technical Support

You will lead day-to-day technical support for active customer sites. You will manage support operations, coach engineers, own high-priority incidents and escalations, improve support processes, analyze KPIs, and coordinate resolution with cross-functional stakeholders.

Responsibilities

• Lead and develop the Technical Support team
• Track KPIs, audit tickets, and coach team members
• Guide customer conversations about downtime and system availability
• Drive proactive prevention through processes, monitoring, and enablement
• Lead support change management and CRM implementation
• Manage shift coverage, queue velocity, and SLA adherence
• Serve as Duty Manager for high-priority incidents
• Manage escalation bridges and incident communications
• Provide executive-level incident summaries
• Own post-incident reviews, root cause analysis, and KPI trend analysis
• Partner on automation and tooling enhancements

Requirements

• Technical degree or equivalent technical experience
• At least 1 year of people management or team leadership experience preferred
• At least 3 years supporting customers in a complex technical environment
• Experience in a 24/7 support environment
• Knowledge of Linux, Windows, PLCs, network troubleshooting, and mechanical and electrical drawings
• Experience with dashboards and trend reports
• Linux shell scripting and task automation preferred
• Ansible, Kubernetes, RabbitMQ, and SQL preferred

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Disability insurance
• 401K
• PTO