The Technical Support Supervisor provides day-to-day leadership for the technical support team, combining advanced troubleshooting with coaching and operational improvements to ensure a strong customer experience.
Location
Orlando, FL (onsite)
Role Summary
This position ensures exceptional customer outcomes through advanced issue resolution, customer advocacy, team coaching, and continuous improvement. The Technical Support Supervisor collaborates cross-functionally to resolve customer challenges, improve support processes, support new product launches, and manage support readiness and documentation.
Key Responsibilities
- Provide technical support that enables customers to implement, operate, and maximize Ocean Optics products.
- Own customer inquiries and technical issues from first contact through resolution, including timely communication and follow-up.
- Research, troubleshoot, diagnose, and resolve advanced technical issues with accurate, practical solutions.
- Support customers via phone, email, live chat, remote sessions, and other support channels.
- Monitor support queues to ensure SLAs are achieved for both response and resolution times.
- Coach Technical Support Team members on complex troubleshooting and customer interactions.
- Lead onboarding, training, and knowledge-sharing activities to expand team capability and technical expertise.
- Partner with Engineering, Product Management, Quality, and Operations to support root-cause analysis and corrective actions.
- Participate in customer complaint reviews and investigations, providing technical input and disposition support as needed.
- Support new product launches by creating 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 in the support management system.
- Develop and maintain technical documentation, troubleshooting guides, FAQs, and knowledge base content to improve self-service and reduce recurring inquiries.
- Own publication processes for both support-facing and customer-facing documentation.
- Analyze support trends, recurring issues, and customer feedback to identify product, process, and service improvement opportunities.
- Provide administrative leadership for HubSpot tickets.
- Assist with workload management and daily coordination of support activities to support an exceptional customer experience.
- Support field applications, commercial, and customer success teams with 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 support follow-up activities.
- Drive continuous improvement initiatives focused on customer satisfaction, operational efficiency, and support scalability.
- Provide Voice of Customer input into product planning by communicating customer needs, challenges, and enhancement opportunities.
- Foster a global technical support culture grounded in collaboration, accountability, technical excellence, and customer-centricity.
- Perform other duties as assigned.
Required Qualifications
- Strong troubleshooting across hardware, software, firmware, and system integration issues.
- Ability to diagnose complex technical issues using structured problem-solving techniques.
- Experience with CRM and support systems such as Salesforce, HubSpot, or equivalent.
- Strong written, verbal, and technical presentation skills.
- Strong organizational skills and attention to detail.
- Entrepreneurial mindset with a passion for continuous improvement and innovation.
- Ability to work effectively in ambiguous and rapidly changing environments.
- Ability to influence cross-functional teams within a highly matrixed organization.
- Strong bias for action, sense of urgency, and results-oriented approach.
- Proven ability to work independently while maintaining strong team collaboration.
- High standards of ethics, integrity, and professionalism.
- Strong coaching, mentoring, and team development skills.
- Ability to manage multiple priorities while maintaining exceptional customer service.
- Fluency in English required; additional languages such as German, French, Spanish, Dutch, or Mandarin are a plus.
- Ability to travel domestically and internationally as needed.
- 5+ years of experience in technical support, field applications, service engineering, or related customer-facing technical roles.
- Prior experience mentoring, coaching, or leading technical teams.
- Bachelor’s degree (or comparable experience) in Engineering, Physics, Chemistry, Computer Science, Information Technology, or a related technical field.
Preferred Qualifications
- Experience supporting scientific instrumentation, analytical equipment, industrial technology, or software applications.
- Technical experience within spectroscopy, photonics, optics, instrumentation, life sciences, or laboratory environments.
- Experience in regulated environments such as ISO 9001, ISO 13485, FDA, or similar is desirable.
- Programming experience in Python, C#, C++, LabVIEW, Matlab, or similar languages is beneficial.
- Experience contributing to software quality strategy, testing best practices, and mentoring of junior team members where appropriate.
Technologies
- HubSpot, Salesforce, HubSpot tickets
- Python, C#, C++, LabVIEW, Matlab
- CRM, Stage Gate
Compensation and Benefits
- Comprehensive compensation package
- Health and wellness benefits
- Excellent career development, networking, and advancement opportunities worldwide
About the Opportunity
Ocean Optics is seeking a Technical Support Supervisor to lead day-to-day support operations while partnering with cross-functional teams to ensure customers can successfully use Ocean Optics products. Reporting to the Director of Applications Engineering, the role combines technical depth with coaching, operational excellence, and customer advocacy. The position also supports continuous improvement in support processes and supports new product introductions through readiness planning and documentation.
About Ocean Optics
Ocean Optics pioneered miniature spectrometers and delivers spectral solutions to researchers, OEMs, and industrial customers. The company designs and builds industrial-grade photonics systems for material inspection, chemical identification, and quality assurance. With more than 200 employees worldwide and a global multidisciplinary team, Ocean Optics operates across applications including biomedical, semiconductors, research and science, industrial, environmental, food and agriculture, and safety and security. Ocean Optics is a subsidiary of Halma plc.
Equal Opportunity Employer
Ocean Optics is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.
