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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Manager - **Company:** Forward, Inc. - **Location:** Fort Myers, FL, United States - **Experience:** Experienced - **Salary:** $65,000.0 - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), Artificial Intelligence, Software as a Service, Global Positioning Systems (GPS), GPS Tracking Unit, Issue Tracking Systems, Mobile Application Software, B2b Software, 3-tier Architectures - **Published:** May 23, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=54af6a2dc7730a39 ## About the Role Do you have experience in Time management?, Do you have a Associate's degree?, * 5+ years in technical support, including 2+ years managing a support team in B2B SaaS, IoT, telematics, fleet/logistics tech, or another complex product environment. * Direct ownership of at least two of: escalation framework, QA program, knowledge base/training program, support KPI reporting, or distributed-team operating cadence. * Real diagnostic ability. You can work through an unfamiliar issue and isolate whether the problem is hardware, software, connectivity, configuration, installation, integration, or user workflow. You don't punt. * Strong escalation judgment. You can stay calm with a frustrated customer, explain hard news clearly, keep ownership, and rebuild trust. * Comfort with complex SaaS products - multi-component platforms with hardware, web, mobile, APIs, and integrations. * Track record building scalable processes: escalation frameworks, knowledge bases, training programs, QA standards, and SOPs. * Strong written and verbal communication. You can write a clean RCA, a usable playbook, and an email a frustrated customer actually wants to read. * Willing and able to be on-site in Fort Myers, FL at least 2 days/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. Strongly Preferred * Experience leading people across locations or time zones. * Background in fleet management, telematics, GPS tracking, dashcams, ELD compliance, or hardware + software support environments. * Experience with support tooling - ticketing/CRM, telephony/call recording, knowledge base, issue tracking, and reporting. * Experience using automation or AI to improve support quality and speed. * Experience producing executive-level reporting and using data to justify headcount or process changes., * Technical support: 2 years (Required) ## Description We're hiring a Technical Support Manager to own customer support operations across our Fort Myers and Poland teams. The support surface is broad: hardware, software, mobile apps, ELD workflows, cameras, GPS, cellular connectivity, configuration, and customer integrations. This is not a passive oversight role. Expect to stay close to the work - calls, tickets, escalations, playbooks, coaching, floor time in Fort Myers, and quarterly visits to Poland so both teams operate from one standard. If you like solving messy technical problems, can reset a tense customer conversation, and can build the SOP that prevents the next repeat issue, you'll probably like this role. What You'll Own * Support operations for a combined US + Poland team: Tier 1 through Tier 3 routing, coverage planning, scheduling, capacity, and ramp. * Diagnostics and escalation as the senior technical point on complex or high-severity issues, including escalation rules, RCAs, and post-incident reviews. * Customer communication and de-escalation - coaching the team and stepping in directly when a relationship needs senior attention. * Knowledge base, playbooks, and call scripts, both internal and customer-facing, kept current as the product evolves. * Training and certification for Tier 1 through Tier 3, with regular calibration so both teams handle similar issues to the same standard. * Quality and metrics: CSAT, SLA attainment, first-contact resolution, average handle time (AHT), ticket aging, backlog health, abandoned call rate, and QA scorecards. * Support tooling across ticketing, telephony, knowledge base, issue tracking, and reporting. Our stack is largely homegrown; you don't need to know our tools on day one, but you do need to know how support systems should work. * Cross-functional partnership with Sales, Engineering, Product, Configuration/Implementation, and Billing - surface bug trends, remove repeat friction, and prepare Support before new features ship. What Success Looks Like (First 6 Months) * US and Poland teams operate from one shared playbook with consistent triage, escalation, and QA standards. * Severity levels, escalation owners, and after-hours rules are documented and in use. * A QA program is running, with coaching scorecards reviewed weekly. * The knowledge base reflects current product reality, and Tier 1 deflection improves. * Leadership can see the top issue drivers, what's being done about each, and what staffing or product changes you recommend next. ## Related Videos - [ Your Code Is the Sales Team Now](https://www.wearedevelopers.com/videos/100327-your-code-is-the-sales-team-now) - [Remote Driving on Plant Grounds with State-of-the-Art Cloud Technologies](https://www.wearedevelopers.com/videos/251-remote-driving-on-plant-grounds-with-state-of-the-art-cloud-technologies) - [Stop Wasting Money on Ads: How to Actually Reach Developers](https://www.wearedevelopers.com/videos/1799-stop-wasting-money-on-ads-how-to-actually-reach-developers) - [Car's are Technology on Wheels - Impact of Software and IT Competence in Automotive](https://www.wearedevelopers.com/videos/780-car-s-are-technology-on-wheels-impact-of-software-and-it-competence-in-automotive) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Why Great Developers Stay Poor](https://www.wearedevelopers.com/videos/100102-why-great-developers-stay-poor) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [How software is steering vehicle technology](https://www.wearedevelopers.com/magazine/515-how-software-is-steering-vehicle-technology) - [Why Upskilling And Reskilling is Important For Developers](https://www.wearedevelopers.com/magazine/428-why-upskilling-and-reskilling-is-important-for-developers) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers)