Technical Support Supervisor
RouteSmart Technologies
full-time
Posted on:
Location Type: Remote
Location: Oregon • United States
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About the role
- Provide direct, high-quality technical support to customers across our products and services.
- Troubleshoot complex technical issues and serve as an escalation point for team members.
- Maintain deep product knowledge and continuously develop expertise to support evolving technologies.
- Act as a mentor and role model for support team members, sharing best practices and encouraging skill development.
- Provide daily operational oversight, including queue management, case assignment, and issue prioritization.
- Offer coaching, informal training, and constructive feedback to strengthen team performance.
- Monitor support activity and ensure service level agreements (SLAs) and quality standards are met.
- Assist in documenting processes, troubleshooting guides, and knowledge base articles.
- Partner with the Head of Support Operations to identify trends, escalate systemic issues, and recommend process improvements.
- Contribute to strategic support initiatives, helping to shape processes, tools, and customer experience improvements in partnership with leadership.
Requirements
- Proven experience in a customer technical support role, with demonstrated success in handling complex technical cases.
- Experience acting as a team lead, mentor, or subject matter expert within a support environment.
- Strong technical aptitude and the ability to quickly learn and apply product knowledge.
- Excellent problem-solving and troubleshooting skills, with a customer-first mindset.
- Effective communicator with the ability to coach peers, collaborate across teams, and interact directly with customers in a professional manner.
- Highly organized, adaptable, and able to balance hands-on casework with team support responsibilities.
- Strong interpersonal skills, including empathy, active listening, and conflict resolution, to foster a positive and supportive team culture.
Benefits
- Comprehensive benefits (medical with HSA option, vision, dental, and life insurance)
- Paid parental leave
- Medical and Dependent FSA
- 401K match
- Unlimited PTO
- Ten company holidays
- 1 Volunteer day
- Summer Friday's
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical supporttroubleshootingcase managementprocess documentationknowledge base developmentservice level agreementsproblem-solvingproduct knowledgequeue managementissue prioritization
Soft Skills
mentoringcoachingcommunicationcollaborationorganizational skillsadaptabilityinterpersonal skillsempathyactive listeningconflict resolution