Advance Technical Support Supervisor

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.

• 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.

• 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.

• Leadership experience within a telecommunications, Internet Service Provider (ISP), or related technical service environment.
• Experience with Service Now or similar enterprise ticketing platforms and familiarity with ITIL principles and service management practices.
• Hands-on experience using Solar Winds, 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…