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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Supervisor, Hardware Support - **Company:** RQI Partners LLC - **Location:** United States (Remote available) - **Experience:** Experienced - **Salary:** $70,000.0 - $80,000.0 - **Contract:** Permanent contract - **Skills:** Web Browsers, Salesforce.Com, Software Deployment, Peripherals, Microsoft InTune, Computer Equipment - **Published:** July 17, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=c999feca931adf65 ## About the Role * Bachelor's degree in a technical or related field, or equivalent combination of education and experience. * Minimum of 3 years of experience in technical customer support, with a strong emphasis on hardware support and troubleshooting. * Experience managing escalations, complex cases, and time-sensitive customer issues. * Proficiency in Salesforce for case management, documentation, and reporting. * Strong understanding of PC hardware, peripherals, browsers, and device environments. * Excellent written and verbal communication skills with the ability to explain technical concepts clearly. * Strong organizational, prioritization, and cross-functional collaboration skills. * Working knowledge of endpoint management tools and practices, like Microsoft Intune preferred. * Prior supervisory or team leadership experience preferred. The estimated annual base salary for this position is $70,000 to $80,000 Please note that this range does not include any other compensation or benefits that an individual may be eligible for. The salary offered depends on a variety of factors, which may include the qualifications of the individual applicant for the position, level of education attained, and/or professional certifications, years of relevant experience, special skills, etc. ## Description This role oversees escalated hardware support and Level 2 (L2) Intune application support cases, ensuring issues are prioritized, documented, and resolved within established service level agreements (SLAs). This role leads specialists who manage complex cases, oversee hardware return activities, and partner with the Field Services Manager and the Distribution Center to escalate unresolved issues, communicate fulfillment impacts, and ensure consistent case management and a consistent customer experience., * Leading daily activities of the Hardware support team, to deliver excellent service to RQIP customers. * Serve as the primary escalation point for complex and high-impact hardware support cases that cannot be resolved through standard workflows. * Provide supervisory ownership for Level 2 (L2) Intune application support cases, including escalations related to device enrollment, configuration, compliance, and application deployment. * Partner with other Technical Support Supervisors to align escalation handling, case routing, and SLA performance across teams. * Support and guide specialists managing complex hardware and L2 Intune cases, providing direction on troubleshooting approach and customer communication. * Escalate cases that cannot be resolved through remote troubleshooting to the Field Services Manager for determination of field service need. * Oversee hardware return activities, ensuring timely customer follow-up and proper completion of return processes. * Track and communicate updates related to hardware availability, shipping delays, back-ordered items, or distribution center backlogs that may impact case resolution. * Identify recurring issues or trends across escalated cases, Intune support, hardware replacements, or fulfillment constraints, and escalate insights to leadership as needed. ## Related Videos - [Hands-on Journey to Quantum Computing with IBM](https://www.wearedevelopers.com/videos/137-hands-on-journey-to-quantum-computing-with-ibm) - [How Web AI Can Power the Agentic Web - Jason Mayes (Google)](https://www.wearedevelopers.com/videos/1896-how-web-ai-can-power-the-agentic-web-jason-mayes-google) - [Building a Cross-Platform BLE Client with Kotlin Multiplatform and Kable](https://www.wearedevelopers.com/videos/100250-building-a-cross-platform-ble-client-with-kotlin-multiplatform-and-kable) - [Privacy-first in-browser Generative AI web apps: offline-ready, future-proof, standards-based](https://www.wearedevelopers.com/videos/1572-privacy-first-in-browser-generative-ai-web-apps-offline-ready-future-proof-standards-based) - [Closing Keynote by Joel Spolsky](https://www.wearedevelopers.com/videos/615-closing-keynote-by-joel-spolsky) - [HR & Tech: Why can't we be friends?](https://www.wearedevelopers.com/videos/1493-hr-tech-why-can-t-we-be-friends) ## Related Articles - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [How Much Does a Software Engineer Make? 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