Technical Support Supervisor
About The Position
We’re looking for a Support Supervisor who is a people leader first and a steady operational presence second. This role leads a team of technical support professionals responsible for delivering timely, high-quality customer support in a SaaS environment. The Support Supervisor sets clear expectations, holds people accountable, and ensures the team operates with consistency, professionalism, and sound judgment. You’ll serve as an escalation point for complex customer issues, partner cross-functionally to improve outcomes, and help build a support culture that is calm under pressure and grounded in ownership. This role is ideal for someone who balances empathy with accountability, makes decisions confidently, and earns authority through clarity and follow-through, not title alone.
Requirements
- Associate or Bachelor’s degree in Computer Science, Mathematics, Business, or related field or equivalent practical experience
- 2+ years of experience in a team lead, principal, or people management role, preferably in SaaS or technical support
- Proven ability to hold people accountable while maintaining trust and professionalism
- Strong understanding of SaaS support models, cloud-based systems, and software troubleshooting
- Ability to communicate technical concepts clearly to technical and non-technical audiences
- Experience managing customer escalations calmly and effectively
- Proficiency with ticketing systems and customer support tools
- Strong judgment, organization, and time-management skills
Nice To Haves
- Familiarity with JavaScript, XML, JSON, and relational databases
- Experience working closely with Product and Engineering teams
- Experience supporting multiple products or solutions
- Esker solution certifications (or willingness to obtain)
Responsibilities
- Lead, coach, and develop a team of technical support professionals
- Set and reinforce clear expectations around performance, behavior, and ownership
- Address underperformance early and directly, with fairness and professionalism
- Conduct regular coaching and feedback conversations focused on growth and progression
- Foster psychological safety while maintaining strong standards and boundaries
- Lead team meetings that reinforce priorities, expectations, and best practices
- Oversee daily support operations to ensure timely and effective issue resolution
- Act as an escalation point for complex or high-risk customer situations
- Apply sound technical and operational judgment to guide issue resolution
- Monitor ticket flow, prioritization, and follow-through in the support system
- Ensure team readiness for new features, products, and process changes
- Advocate for customer outcomes while setting realistic expectations
- Partner with Product, Sales, Professional Services, and Customer Experience teams
- Clearly communicate risks, tradeoffs, and customer impact to non-technical stakeholders
- Proactively identify and escalate emerging customer risks to leadership
- Set performance goals and monitor key support metrics and KPIs
- Analyze support data to identify trends and opportunities for improvement
- Drive continuous improvement in support processes, tools, and workflows
- Lead the team through change with clarity, transparency, and purpose
Benefits
- Student loan repayment assistance
- Flexible work schedule, summer hours, and work from home options
- Profit sharing options
- Paid time off for community outreach and volunteer opportunities
- Yearly stipend for employee wellness, hobbies, or educational activities
- Dog-friendly work environment
- Competitive salary and benefits package
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
Number of Employees
1,001-5,000 employees
