Technical Support Supervisor

At Ocean Optics, We Measure What Matters. For over 35 years, we have led in the field of optical sensing and measurement innovation. Join a team where your ideas, identity, and passion for discovery are valued. From science to industry, we empower change through light. Bring your authentic self and help shape the future.

Function:
Customer Service & Contact Center Operations

Job Type: Regular / Permanent

Role Type:
Full time

Job Description

Ocean Optics is a fast-paced, high performing and high growth organization that was recently named one of Orlando's Best Places to work! Our people thrive in an inclusive, innovative, and collaborative culture. Join our team of instigators of the possible where WE MEASURE WHAT MATTERS .For more information please visit

Join world-class experts in finding answers to our customers' toughest questions as a Technical Support Supervisor. Reporting to the Director of Applications Engineering, this role provides day-to-day leadership for the technical support team. The Technical Support Lead combines deep technical expertise with coaching, operational excellence, and customer advocacy to ensure an exceptional customer experience.

As a leader within the Technical Support organization, you will help drive continuous improvement in support processes, mentor team members, and partner closely with Engineering, Product Management, Sales, and Operations to ensure our customers are successful using our products.

Through a natural curiosity, passion for customer success, and commitment to technical excellence.

Specifically, this role will:

Deliver world-class technical support that enables customers to successfully implement, operate, and maximize the value of Ocean Optics products.

Own customer inquiries and technical issues from initial contact through successful resolution, ensuring timely communication and follow-up.

Research, troubleshoot, diagnose, and resolve advanced technical issues while providing accurate and practical solutions.

Support customers through phone, email, live chat, remote sessions, and other support channels.

Monitor support queues and ensure service level agreements (SLAs) are achieved for response and resolution times.

Provide guidance and coaching to Technical Support Team on complex troubleshooting and customer interactions.

Lead onboarding, training, and knowledge-sharing activities to strengthen team capability and technical expertise.

Partner with Engineering, Product Management, Quality, and Operations teams to investigate customer issues, drive root-cause analysis, and implement corrective actions.

Participate in customer complaint reviews and investigations, providing technical support input and disposition support as needed.

Support new product launches by developing support readiness plans, training materials, and customer-facing resources.

Own Stage Gate deliverables and service readiness activities for new product introductions.

Maintain accurate documentation of customer interactions, investigations, resolutions, and product issues within the support management system.

Develop and maintain technical documentation, troubleshooting guides, FAQs, and knowledge base content to improve customer self-service and reduce recurring inquiries.

Own technical documentation publication processes for support-facing and customer-facing content.

Analyze support trends, recurring issues, and customer feedback to identify opportunities for product, process, and service improvements.

Administrative leadership for Hub Spot tickets.

Assist in workload management and daily coordination of support activities to ensure an exceptional customer experience.

Support field applications, commercial, and customer success teams by providing advanced technical expertise and product knowledge.

Track and report key support metrics, including response times, resolution times, customer satisfaction, escalation trends, and support effectiveness.

Review customer satisfaction and CES feedback, identify improvement actions, and help drive follow-up activities.

Drive continuous improvement initiatives focused on customer satisfaction, operational efficiency, and…