Level 2 Technical Support Supervisor

9 октября 2026 г.

Удалённо

Lead

Стоит учесть

Английский обязателен
уровень C1

Описание

The company is looking for a proactive and detail-oriented Technical Support Supervisor to oversee daily operations of its technical support team. The role monitors ticket handling efficiency and quality, coaches support staff, and supports the Technical Support Director. The supervisor leads root cause analysis on complex and recurring issues and works closely with Level 3 and Engineering teams on escalations.

Обязанности

Monitor the efficiency of ticket handling, ensuring timely responses and proper follow-up
Review the technical accuracy and quality of support tickets for compliance with internal standards
Track and compile Root Cause Analysis
Provide feedback and guidance to support staff to help maintain consistent service levels
Assist in identifying recurring issues and escalating them to the appropriate teams for resolution
Support documentation efforts by helping maintain knowledge base articles and internal process guides
Prepare reports and insights for the Technical Support Director on team performance and operational challenges
Lead Root Cause Analysis (RCA) for complex and recurring technical issues, ensuring findings are accurate and actionable
Review tickets for technical accuracy, troubleshooting quality, and depth of investigation
Identify technical trends and recurring issues and provide insights to prevent future incidents
Work closely with Level 3 and Engineering teams on escalated issues, providing clear technical context and supporting resolution
Provide technical guidance and feedback to support engineers to improve troubleshooting and RCA quality
Maintain and improve technical documentation and knowledge base articles based on identified issues and learnings
Prepare technical insights and reports for the Technical Support Director, highlighting root causes and improvement opportunities

Требования

Previous experience in technical support, help desk, or IT operations required
Familiarity with ticketing systems such as Zendesk, Zoho, Jira, or Freshdesk
Strong attention to detail and ability to analyze support data
Good written and verbal communication skills with ability to provide constructive feedback
Organized, reliable, and able to coordinate multiple priorities in a fast-paced environment
Technical aptitude and willingness to learn new tools and processes
Excellent command of English (minimum C1 level) to ensure clear and effective communication

Условия

Opportunity to build leadership experience while ensuring operational excellence
Mentorship and support from the Technical Support Director
Career growth potential within the company
Afternoon customer support shift coverage from 2:00 PM PST onwards

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Level 2 Technical Support Supervisor

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