Support Jobs in Fort Myers, FL

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24d ago

Technical Support Manager

Forward Thinking Systems Fort Myers, FL

Fort Myers, FL

24d ago

$65k+/yr Full time Contact Center Customer Service Customer Support

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Job Description

The Technical Support Manager will oversee global technical support operations for a fleet and logistics software platform, guiding escalation, process design, knowledge management, and cross-functional collaboration to standardize support and elevate customer outcomes.

Responsibilities

Oversee the US and Poland support operations across Tier 1 to Tier 3 routing, coverage planning, scheduling, capacity management, and ramp activities.
Serve as the senior technical point for complex or high-severity issues, including escalation rules, root cause analysis, and post-incident reviews.
Lead customer communication and de-escalation efforts, coaching the team and stepping in directly when senior attention is required.
Maintain and update knowledge bases, playbooks, and call scripts for both internal teams and external customers as the product evolves.
Coordinate training and certification for Tier 1 through Tier 3, with regular calibration to ensure consistent handling of issues across teams.
Monitor quality and performance metrics such as CSAT, SLA attainment, first-contact resolution, average handle time, ticket aging, backlog health, abandoned call rate, and QA scorecards.
Manage support tooling spanning ticketing, telephony, knowledge base, issue tracking, and reporting within a largely homegrown stack; focus is on how support systems should operate, not on specific tool familiarity at day one.
Foster cross-functional partnerships with Sales, Engineering, Product, Configuration/Implementation, and Billing to surface bug trends, reduce recurring friction, and prepare Support ahead of feature releases.

Requirements

5+ years in technical support, including 2+ years leading a support team in B2B SaaS, IoT, telematics, fleet/logistics technology, or a similarly complex product environment.
Direct ownership of at least two areas such as an escalation framework, QA program, knowledge base/training program, support KPI reporting, or distributed-team operating cadence.
Strong diagnostic ability to analyze unfamiliar issues and determine whether the root cause lies in hardware, software, connectivity, configuration, installation, integration, or user workflow.
Solid escalation judgment with the ability to remain composed with frustrated customers, communicate difficult news clearly, maintain ownership, and rebuild trust.
Experience with complex SaaS products, including multi-component platforms with hardware, web, mobile, APIs, and integrations.
Proven track record of building scalable processes such as escalation frameworks, knowledge bases, training programs, QA standards, and SOPs.
Excellent written and verbal communication skills, capable of producing clear RCAs, usable playbooks, and customer-facing emails that are well received.
Willing and able to be on-site in Fort Myers, FL at least 2 days per week, with additional on-site time during onboarding, training rollouts, and major escalations.
Willing and able to travel internationally up to quarterly, including to Poland, and to obtain or maintain required travel documentation.

Benefits

Health insurance
Dental insurance
Vision insurance
401(k)
Paid time off
Flexible spending account

What FTS Offers

Direct access to technical, hands-on leadership.
Real ownership of the support operating model, including standardization, improvement, and building missing components.
Two teams across two countries, offering meaningful scope and impact.
Health, dental, vision insurance, 401(k), and PTO.

How to Apply

Apply through Indeed and include a short note describing one support process you built or fixed, and what changed as a result.

Pay

From $65,000.00 per year

Experience

Technical support: 2 years (Required)

Location

Fort Myers, FL (Required)

Work Location

Hybrid remote in Fort Myers, FL

What Success Looks Like (First 6 Months)

US and Poland teams operate from a single shared playbook with consistent triage, escalation, and QA standards.
Severity levels, escalation owners, and after-hours rules are documented and in active use.
A QA program is in place, with coaching scorecards reviewed on a weekly cadence.
The knowledge base reflects current product reality, and Tier 1 deflection improves.
Leadership can identify top issue drivers, actions taken, and recommended staffing or product changes.

Strongly Preferred

Experience leading teams across locations or time zones.
Background in fleet management, telematics, GPS tracking, dashcams, ELD compliance, or hardware plus software support environments.
Familiarity with support tooling such as ticketing/CRM, telephony, knowledge bases, issue tracking, and reporting.
Experience using automation or AI to improve support quality and speed.
History of producing executive-level reporting and using data to justify headcount or process changes.

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