Advanced Technical Support Supervisor

Job Description

Job Description

The Supervisor, Advanced Technical Support leads a fully remote team of Advanced Technical Support Engineers (ATSEs) responsible for resolving complex technical and customer service issues. The Supervisor provides day-to-day leadership, coaching, and technical guidance to ensure timely and effective issue resolution while maintaining a high-quality customer experience. This role is responsible for developing technical talent, monitoring team performance, identifying opportunities to improve support processes, and fostering a culture of accountability, collaboration, and continuous learning. The Supervisor partners with cross-functional teams to address complex service issues, improve operational effectiveness, and strengthen the overall customer support experience.

Duties / Responsibilities:

• Team Leadership & Coaching: Lead, mentor, and develop a remote team of Advanced Technical Support Engineers (ATSEs). Conduct regular 1-on-1s, provide actionable coaching, foster engagement, and promote a culture of accountability, collaboration, and technical excellence.
• Technical Operations & Escalation Management: Oversee the day-to-day management of complex technical work items and escalations, ensuring appropriate prioritization, timely resolution, and effective coordination across departments to deliver seamless end-to-end customer support.
• Performance & Workforce Management: Monitor team performance and operational effectiveness through established service, productivity, quality, and customer experience measures. Manage scheduling, shift selections, and time-off requests to maintain adequate coverage across 7-day, 16-hour operations.
• Talent Development: Evaluate individual and team capabilities, identify skill gaps, and implement targeted training, coaching, and development programs for new hires and tenured staff. Support onboarding and technical ramp-up to ensure team members achieve proficiency in required systems, processes, and troubleshooting practices.
• Process & Operational Improvement: Identify opportunities to improve support workflows, procedures, and operational effectiveness. Implement systematic approaches that streamline issue resolution, reduce recurring problems, and improve consistency across the support organization.
• Incident & Problem Management: Analyze recurring and complex technical issues, identify trends and potential root causes, and partner with appropriate technical teams to drive corrective actions and long-term resolution.
• Knowledge & Technical Documentation: Maintain and improve technical documentation, troubleshooting procedures, knowledge resources, and escalation guidelines to support consistent issue resolution and enable continuous knowledge sharing across the team.
• Cross-Functional Collaboration & Customer Experience: Partner with Network Operations, Engineering, Service Delivery, Customer Care, Field Operations, and other stakeholders to resolve complex issues, communicate technical impacts, and improve the overall customer support experience.
• Other duties as assigned by Supervisor.

Minimum Qualifications:

• Bachelor’s degree in a technical field or equivalent combination of education and practical experience.
• 4+ years of experience leading, coaching, and developing technical support or operations teams.
• 4+ years of experience in IT Operations, Network Operations, or a Network Operations Center (NOC) environment, with demonstrated ability to troubleshoot complex technical issues in large-scale environments.
• Strong working knowledge of LAN/WAN technologies and networking protocols, including DNS, DHCP, TCP/IP, VPN, wireless, and fiber infrastructure.
• Exceptional verbal and written communication skills, with the ability to effectively communicate technical information, present data and insights, and collaborate with technical teams, customers, and leadership.
• Willingness to work a flexible schedule, including occasional extended hours, weekends, or holidays, to support operational requirements.

Preferred Qualifications

• Leadership experience within a telecommunications, Internet Service Provider (ISP), or related technical service environment.
• Experience with ServiceNow or similar enterprise ticketing platforms and familiarity with ITIL principles and service management practices.
• Hands-on experience using SolarWinds, Nagios, or similar enterprise monitoring and diagnostic tools to identify and troubleshoot network performance issues.
  Active CCNA, CCNP, ITIL, or other relevant technical or service management certification.

Benefits:

We truly appreciate and value all our employees and show our appreciation by offering a wide range of benefits, including:

• Comprehensive Healthcare/Dental/Vision Plans
• 401K Retirement Plan with Company Match
• Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
• Paid Volunteer Time
• Paid Parental Leave
• Hotwire Service Discounts – for employees who live on a property serviced by Hotwire. Discounted service offerings are provided for high-speed internet, video service, phone, and security service
• Employee Referral Bonuses
• Exclusive Entertainment Discounts/Perks

Hotwire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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