Technical Support Supervisor

American Innovations•Austin, TX

About The Position

A hands-on position responsible for overseeing the day-to-day operations of the Technical Support team. This role provides direct ownership of frontline execution, including queue health, agent performance, quality assurance, incident response, and operational reporting. By establishing consistent operational oversight, this role helps protect service level agreements, reduce ticket backlog growth, and limit costly escalations and rework. Proactive QA and incident management reduce repeat issues, shorten resolution times, and mitigate customer and operational risk during high-impact events. Plays a key role in maintaining and improving Zendesk workflows and reporting. Accurate, timely reporting enables leadership to make data-driven decisions related to staffing, capacity planning, and process improvements, while automation and workflow optimization help reduce manual effort and overall support cost. Cross-functional planning with Product, Engineering, and IT; release readiness and post-release stabilization; support process standardization; forecasting and capacity modeling; and strategic initiatives related to tooling, automation, and scalability of the support organization. This is a working supervisor role, the Technical Support Supervisor is expected to remain closely engaged in the tools, data, and daily operations, providing executional stability, risk reduction, and SLA protection while enabling broader organizational efficiency and long-term support maturity.

Requirements

Proven experience in a technical or customer support environment, including a leadership, supervisory, or senior operational role.
Deep, hands-on experience with Zendesk, including: Building and maintaining complex workflows (triggers, automations, views, macros).
Developing and maintaining Zendesk Explore reports and dashboards.
Designing reporting that supports SLA tracking, queue health, QA metrics, and trend analysis.
Translating operational needs into scalable Zendesk configurations.
Demonstrated ability to grow and mature Zendesk functionality over time, including improving reporting accuracy, workflow efficiency, and operational visibility.
Experience owning day-to-day support operations, including queue management, backlog control, and SLA adherence.
Strong quality assurance experience, including ticket reviews, coaching feedback, and trend identification.
Hands-on incident management experience, including leading or coordinating response to customer-impacting incidents.
Ability to analyze data and operational metrics to identify risks, inefficiencies, and improvement opportunities.
Strong written and verbal communication skills, especially during escalations and incident response.
Ability to operate independently, prioritize effectively, and make decisions in fast-paced or high-pressure situations.

Nice To Haves

Advanced Zendesk Explore experience, including custom metrics, calculated attributes, and multi-dataset reporting.
Experience designing QA frameworks or scorecards within Zendesk.
Familiarity with integrating Zendesk with other systems (CRM, monitoring tools, internal applications).
Experience supporting SaaS, hardware + software, or field-deployed systems.
Experience working in environments with formal SLAs, KPIs, or compliance requirements.
Basic SQL, data analysis, or scripting experience used to enhance reporting or operational insights.
Experience supporting or improving on-call and after-hours incident response models.
Familiarity with ISO, audit readiness, or formal support process documentation.

Benefits

Competitive benefits focused on your physical well-being, including Medical, Dental, and Vision insurance and company provided Life and Disability.
Programs to improve your financial well-being, including a 401(k) plan with an employer match up to 4% with immediate vesting and financial education courses.
Opportunities to give back to the community.
Supportive and collaborative environments, happy hours, and fun events.
Assistance to further your learning and development, including tuition assistance and Lunch and Learns.
A rewarding culture, with a focus on positive business practices and protecting the environment.

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