Technical Support Supervisor

Hotwire Communications Ltd

. Lead, mentor, and develop a fully remote team of Advanced Technical Support Engineers .

Posted 10/7/2026full-timeRemote • Florida • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading and developing technical support teams, with a strong focus on troubleshooting complex technical issues and improving operational effectiveness. Proficient in managing customer support workflows and collaborating across departments to enhance service delivery.

Highest-signal resume keywords

Team LeadershipTechnical Support DevelopmentComplex Issue TroubleshootingLAN/WAN TechnologiesServiceNow Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Troubleshooting Complex Technical IssuesLAN/WAN TechnologiesNetworking ProtocolsDNSDHCPTCP/IPVPNWireless InfrastructureFiber InfrastructureIT Operations

Soft Skills

Verbal CommunicationWritten CommunicationCoachingCollaborationActionable Feedback

Tools & Technologies

ServiceNowSolarWindsNagiosEnterprise Ticketing PlatformsMonitoring Tools

Certifications & Qualifications

CCNACCNPITIL

Industry Keywords

Technical SupportNetwork Operations CenterTelecommunicationsInternet Service ProviderService Management Practices

Tech Stack

Tools & technologies

DNSServiceNowTCP/IP

About the role

Key responsibilities & impact

Lead, mentor, and develop a fully remote team of Advanced Technical Support Engineers
Conduct regular 1-on-1s and provide actionable coaching
Oversee complex technical work items and escalations, ensuring prioritization and timely resolution
Coordinate across departments to deliver seamless end-to-end customer support
Monitor service, productivity, quality, and customer experience measures
Manage scheduling, shift selections, and time-off requests for 7-day, 16-hour operations
Evaluate capabilities, identify skill gaps, and implement training, coaching, and development programs
Support onboarding and technical ramp-up
Improve support workflows, procedures, and operational effectiveness
Analyze recurring and complex technical issues, identify trends and root causes, and drive corrective actions
Maintain and improve technical documentation, troubleshooting procedures, knowledge resources, and escalation guidelines
Partner with Network Operations, Engineering, Service Delivery, Customer Care, Field Operations, and other stakeholders
Perform other duties as assigned by Supervisor

Requirements

What you’ll need

Bachelor’s degree in a technical field or equivalent combination of education and practical experience
4+ years of experience leading, coaching, and developing technical support or operations teams
4+ years of experience in IT Operations, Network Operations, or a Network Operations Center (NOC) environment
Demonstrated ability to troubleshoot complex technical issues in large-scale environments
Strong working knowledge of LAN/WAN technologies and networking protocols, including DNS, DHCP, TCP/IP, VPN, wireless, and fiber infrastructure
Exceptional verbal and written communication skills
Ability to communicate technical information, present data and insights, and collaborate with technical teams, customers, and leadership
Willingness to work a flexible schedule, including occasional extended hours, weekends, or holidays
Preferred: leadership experience within telecommunications, an Internet Service Provider (ISP), or related technical service environment
Preferred: experience with ServiceNow or similar enterprise ticketing platforms and familiarity with ITIL principles and service management practices
Preferred: hands-on experience using SolarWinds, Nagios, or similar enterprise monitoring and diagnostic tools
Preferred: active CCNA, CCNP, ITIL, or other relevant technical or service management certification

Benefits

Comp & perks

Comprehensive Healthcare/Dental/Vision Plans
401K Retirement Plan with Company Match
Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
Paid Volunteer Time
Paid Parental Leave
Hotwire Service Discounts for employees who live on a property serviced by Hotwire
Discounted high-speed internet, video service, phone, and security service offerings
Employee Referral Bonuses
Exclusive Entertainment Discounts/Perks