Sr Technical Support Supervisor

About the role

The Level 2 Technical Support Supervisor provides hands-on operational and people leadership for a team of technical support professionals responsible for escalated and technically complex cases. The role balances daily case management, technical guidance, customer advocacy, coaching, and process improvement to deliver a consistent and exceptional support experience. This supervisor partners with Support leadership, Level 3 support, Product Management, Engineering, Customer Success, Sales, and Operations to accelerate issue resolution, identify recurring problems, improve product supportability, and strengthen team capability.

Responsibilities

• Lead, coach, mentor, and develop Level 2 support engineers and team leads.