Technical Support Supervisor
Core
Lead a technical support team to resolve advanced issues for customers using scientific instrumentation, photonics, and spectroscopy products.
Role type
Senior IC Technical Support Supervisor (Team Lead)
Builds
Customer success and operational stability for photonics and spectroscopy systems
Domain
Scientific instrumentation, photonics, spectroscopy, life sciences, industrial technology
Deliverable
client delivery
Required skills
Advanced troubleshooting (hardware/software/firmware), structured problem-solving, team coaching and mentoring, CRM management (HubSpot/Salesforce), technical documentation, root-cause analysis, cross-functional collaboration
Preferred skills
Programming (Python/C#/C++/LabVIEW/Matlab), regulated environment experience (ISO/FDA), spectroscopy/photonics domain expertise
Technologies
HubSpot, Salesforce, Python, C#, C++, LabVIEW, Matlab
Responsibilities
Deliver world-class technical support for product implementation and operation; mentor and coach the technical support team; drive continuous improvement in support processes and SLAs; partner with Engineering and Product teams for root-cause analysis and new product readiness; develop and maintain technical documentation and knowledge base content; analyze support trends to identify product and process improvements.
Seniority
Senior, hands-on IC with leadership responsibilities
