Technical Support Supervisor

Position Title

Technical Support Supervisor

Burlington, MA

Full Time/Hybrid (The role is hybrid, but training requires full-time onsite (5 days/week) for the first 30 days. After the initial 30‑day training period, you’ll transition to the standard hybrid schedule.)

Exempt

$65,000 to $78,000 annually.

• Oversee incoming technical support tickets by assuring timely response, categorizing problems, and managing backlog.
• Provide guidance and mentorship to the Tech Support Specialists on handling complex technical problems, customer escalations, problem solving skills, and documenting ticket work.
• Coordinate with the Tech Support Manager on the review of metrics and reports in Hub Spot and Jira.
• Schedule weekly huddles with the Tech Support Team to discuss team performance metrics, operational updates, and ticket handling.
• Regularly meet with direct reports, also providing them with performance reviews every six months.
• Coordinate training for newly hired Tech Support Specialists, checking in for 30- and 90‑day reviews.
• Document employee performance problems, presenting verbal and written warnings, involving management and HR when necessary.
• Collaborate with Tech Support Manager and engineering teams to triage and prioritize work on bugs and enhancement requests.
• Coordinate team needs for training, tooling, personnel, and career development with Tech Support Manager.
• Help collaborate on Client Success workflows with adjacent teams, including Customer Service, Account Management, and Implementation.
• Occasionally assist the engineering and QA team with questions about testing bug fixes.
• Perform other duties as assigned.

• 3+ years of customer service or technical support experience, preferably in a leadership position.
• Must be a dependable, flexible, decisive, and consistent leader with a positive attitude.
• Great attention to detail and problem‑solving skills.
• The ability to prioritize and handle multiple tasks in a fast‑paced environment.
• Strong communication skills, with the ability to interact professionally with clients, vendors, and all internal employees.
• General knowledge of Prendio software and Bio Procure services.
• Experience with Reporting software, Hub Spot, Jira, Confluence, SQL, XML, and JSON is helpful but not required.

• Blue Cross Blue Shield Health Insurance – 100% of employee premiums paid.
• BCBS Dental insurance – 100% of employee premiums paid.
• VSP Vision Coverage – 100% of employee premiums paid.
• Flexible Spending Account – Healthcare & Dependent Care.
• Health Savings Account.
• 401K/Roth 401k with generous company match.
• Paid holidays.
• Paid vacation.
• Other benefits, including a complimentary subscription to the Calm app, pet insurance, legal assistance and more.

• 3 extra personal days a year.
• Your birthday off.
• Flexibility to work from home 1 or more days per week (training will be on-site 100% for the first 30 days of training).
• Standing Desks.
• Regular catered lunches.
• Work sponsored social clubs and activities.
• Quarterly employee appreciation events.
• Full kitchen stocked with snacks and coffee.
• Unique and beautiful office space.

Prendio | Bioprocure is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We prohibit discrimination and harassment of any type and afford equal employment opportunities to employees and applicants without regard to race, color, religion, sex, national origin, age, disability status, genetic information, or any other characteristic protected by law.

This job description does NOT constitute an employment agreement between the employer and employee and is subject to change by the employer as the organizational needs and requirements of the job change.