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Supervisor, Technical Support
Skills
AssessmentCommandContextContinuous ImprovementCustomer ExperienceCustomer SuccessEnglish
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 3+ years of enterprise technical support or similar advanced support experience with leadership experience
- Strong customer service skills and effective communication in high-pressure situations
- Ability to manage multiple teams and drive strategic initiatives
- Excellent leadership team motivation and communication skills
- Ability to prioritize competing priorities and work independently in a fast-paced 24/7 environment
- Strong written and verbal communication skills
- Strong experience with Linux systems and command-line troubleshooting
- Solid troubleshooting methodology for complex non-routine technical issues
- Experience with enterprise networking concepts
- Experience supporting enterprise customer environments in an IaaS or cloud context
- Proficiency with the English language
Nice to have
- Positive attitude
- Self-motivated
- Clarity under pressure
- Team-oriented
Day to day
- Oversee multiple technical support teams and act as an escalation point for complex customer and platform issues.
- Provide advanced troubleshooting for Vultr products and infrastructure while coordinating resolution with internal teams.
- Coach team members, monitor daily performance, improve support processes, and maintain documentation and knowledge base content.