ABOUT THE OPPORTUNITYJoin world-class experts in finding answers to our customers' toughest questions as a Technical Support Supervisor. Reporting to the Director of Applications Engineering, this role provides day-to-day leadership for the technical support team. The Technical Support Lead combines deep technical expertise with coaching, operational excellence, and customer advocacy to ensure an exceptional customer experience.
As a leader within the Technical Support organization, you will help drive continuous improvement in support processes, mentor team members, and partner closely with Engineering, Product Management, Sales, and Operations to ensure our customers are successful using our products.
Through a natural curiosity, passion for customer success, and commitment to technical excellence.
Specifically, this role will:
- Deliver world-class technical support that enables customers to successfully implement, operate, and maximize the value of Ocean Optics products.
- Own customer inquiries and technical issues from initial contact through successful resolution, ensuring timely communication and follow-up.
- Research, troubleshoot, diagnose, and resolve advanced technical issues while providing accurate and practical solutions.
- Support customers through phone, email, live chat, remote sessions, and other support channels.
- Monitor support queues and ensure service level agreements (SLAs) are achieved for response and resolution times.
- Provide guidance and coaching to Technical Support Team on complex troubleshooting and customer interactions.
- Lead onboarding, training, and knowledge-sharing activities to strengthen team capability and technical expertise.
- Partner with Engineering, Product Management, Quality, and Operations teams to investigate customer issues, drive root-cause analysis, and implement corrective actions.
- Participate in customer complaint reviews and investigations, providing technical support input and disposition support as needed.
- Support new product launches by developing 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 within the support management system.
- Develop and maintain technical documentation, troubleshooting guides, FAQs, and knowledge base content to improve customer self-service and reduce recurring inquiries.
- Own technical documentation publication processes for support-facing and customer-facing content.
- Analyze support trends, recurring issues, and customer feedback to identify opportunities for product, process, and service improvements.
- Administrative leadership for HubSpot tickets.
- Assist in workload management and daily coordination of support activities to ensure an exceptional customer experience.
- Support field applications, commercial, and customer success teams by providing 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 help drive 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 product enhancement opportunities to internal stakeholders.
- Foster a culture of collaboration, accountability, technical excellence, and customer-centricity within the global technical support organization.
- Other duties as assigned.
ABOUT THE CANDIDATEOur ideal candidate brings strong software engineering and testing expertise combined with a passion for quality and continuous improvement.
Education- Bachelor's degree (with comparable experience) in Engineering, Physics, Chemistry, Computer Science, Information Technology, or related technical field preferred.
Experience- 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.
- Experience supporting scientific instrumentation, analytical equipment, industrial technology, or software applications preferred.
- Technical experience within spectroscopy, photonics, optics, instrumentation, life sciences, or laboratory environments is highly desirable.
- Experience in regulated environments (ISO 9001, ISO 13485, FDA, or similar) is desirable.
Skills- Strong troubleshooting capabilities 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.
- Programming experience in Python, C#, C++, LabVIEW, Matlab, or similar languages is beneficial.
- Excellent 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.
- Ability to contribute to software quality strategy, testing best practices, and mentoring of junior team members where appropriate.
- 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.
ABOUT THE PERKSOcean Optics offers a comprehensive compensation package and health and wellness benefits. Also, as a member of the Halma Group of companies (www.halma.com), our employees enjoy excellent career development, networking, and advancement opportunities worldwide.
