Level 2 Technical Support Supervisor

Reports to: Technical Support Director

Overview

We are looking for a proactive and detail-oriented Technical Support Supervisor to help oversee the daily operations of our technical support team. In this role, you will monitor the efficiency and quality of ticket handling, provide guidance to team members, and support the Technical Support Director in ensuring high standards of service delivery.
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We are looking for a technically savvy and proactive Technical Support Supervisor to oversee daily team operations and ensure high-quality ticket handling. The role requires the ability to understand the core of technical issues, guide troubleshooting, and drive effective root cause analysis.

The Supervisor will work closely with Level 3 and Engineering teams on complex and recurring issues, providing clear technical context and supporting escalations through resolution, while also coaching the team and supporting the Technical Support Director Thus, technical skills are highly important.

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Key Responsibilities

• Monitor the efficiency of ticket handling, ensuring timely responses and proper follow-up.
• Review the technical accuracy and quality of support tickets to ensure 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, recurring problems, and improvement opportunities.

Qualifications

• Previous experience in technical support, help desk, or IT operations required.
• Familiarity with ticketing systems (e.g., Zendesk, Zoho, Jira, Freshdesk, or similar).
• Strong attention to detail and ability to analyze support data.
• Good written and verbal communication skills with the 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.
  
   

What We Offer

• An opportunity to build leadership experience while ensuring operational excellence.
• Mentorship and support from the Technical Support Director.
• A collaborative and supportive work environment.
• Career growth potential within the company.
  
   

Work Schedule: This role requires providing customer support coverage during the afternoon shift, specifically from 2:00 PM PST onwards, to ensure timely assistance for our customers.

Excellent command of English (minimum C1 level) to ensure clear and effective communication.