Advanced Technical Support Supervisor
Job Summary
Leading a fully remote team, the full-time Advanced Technical Support Supervisor will manage complex technical and customer service issues, provide coaching and guidance to support engineers, and drive operational improvements to enhance the customer experience.
Key responsibilities:
- Lead, mentor, and develop a remote team of Advanced Technical Support Engineers, fostering a culture of accountability and technical excellence
- Oversee the management of complex technical work items and escalations, ensuring timely resolution and effective coordination across departments
- Monitor team performance and operational effectiveness, implementing training and development programs to enhance team capabilities
Required qualifications:
- Bachelor's degree in a technical field or equivalent combination of education and practical experience
- 4+ years of experience leading and developing technical support or operations teams
- 4+ years of experience in IT Operations or Network Operations Center (NOC) environments with a strong ability to troubleshoot complex issues
- Strong knowledge of LAN/WAN technologies and networking protocols, including DNS, DHCP, TCP/IP, and VPN
- Willingness to work a flexible schedule, including extended hours or weekends as needed
Complete Job Description
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