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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Manager - **Company:** Storage Solutions - **Location:** Erlanger, KY, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Word, Microsoft Excel, Software Applications, Automated Storage and Retrieval Systems, Monitoring of Systems, Microsoft Office, Microsoft PowerPoint, Information Technology, Process Control Systems - **Published:** August 12, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=5f4f711885c1602c ## About the Role * A bachelor's degree in Computer Science, Information Technology, Operations Management, Warehouse Management, or a related field preferred; however, significant relevant experience and demonstrated success in technical support, customer service operations, warehouse automation, or related technical environments will be given strong consideration in lieu of a degree. * Five (5) or more years of experience in technical support, software support, automation systems support, customer service operations, or a related field. * Proven experience leading and developing technical support teams, including coaching, mentoring, employee development, and performance management. * Two (2) or more years of leadership experience with demonstrated success in managing team performance and driving operational results. * Experience supporting software applications, automation systems, industrial controls, or related technical solutions. * Experience with incident management, escalation processes, root cause analysis, and service level agreement (SLA) management. * Working knowledge of warehouse automation systems, PLCs, WMS/WCS platforms, material handling equipment, and related technologies preferred. * Strong analytical and problem-solving skills with the ability to interpret data, identify trends, and make informed business decisions. * Excellent verbal and written communication skills, with the ability to effectively communicate technical concepts to both technical and non-technical audiences. * Proficiency in Microsoft Office Suite, including Excel, PowerPoint, and Word., * Strong leadership, organizational, and people management skills with a customer-focused mindset. * Detail-oriented with the ability to manage multiple priorities in a fast-paced environment. * Ability to work independently while fostering collaboration across cross-functional teams. * Honest and open. * Positive attitude. * Delivers on commitments. * Adaptable and self-motivated. * Willing to find innovative solutions. * Thrives on working collaboratively with others. * Takes on complex challenges and demonstrates a "go-getter" mindset. ## Description The Technical Support Manager will lead and develop a team of technical support professionals responsible for providing consistent, high-quality customer and operational support. This position will oversee support schedules, incident management and escalation procedures, on-call support rotations, and team performance while ensuring timely issue resolution and service level agreement (SLA) compliance. The Technical Support Manager will work closely with cross-functional technical resources, including PLC Engineers, Software Engineers, and other subject matter experts, to resolve customer issues and identify long-term solutions. This role will also focus on improving support processes, tools, training programs, and the overall customer experience. OVERALL RESPONSIBILITIES * Lead, coach, and develop team of technical support professionals with varying levels of experience and technical knowledge. * Develop and manage support schedules to ensure consistent, high-quality customer and operation support. * Establish and oversee on-call support rotations for cross-functional technical resources, including PLC Engineers, Software Engineers, and other subject matter experts. * Develop, implement, and maintain incident management and escalation procedures to support service level agreement (SLA) compliance and timely issue resolution. * Identify and implement improvements to support processes, tools, and training programs. * Develop and maintain performance metrics and reports to support team effectiveness and customer support goals. * Lead the team in resolving customer issues and identifying long-term solutions. * Support contract proposals and renewals. * Train and onboard new support team members. * Assist customers with technical issues and document resolutions. * Escalate issues to the appropriate internal teams as needed. * Maintain accurate records of issues, resolutions, and support activities. * Follow up with customers to ensure issues are resolved. * Monitor customer satisfaction and gather feedback for improvement. * Monitor system performance and identify operational issues. * Identify opportunities to improve customer experience. * Maintain knowledge base documentation and promote its effective use. * Provide support across U.S. time zones, including occasional after-hours or weekend coverage as needed. * Perform other duties as assigned to support business needs., * Hybrid position based out of Nashville, TN; Westfield, IN; or Erlanger, KY. * Standard business hours with flexibility required to support the team on other shifts as necessary. * Provide support across U.S. time zones, including occasional after-hours or weekend coverage as needed. * Frequent virtual and/or in-person collaboration across teams. ## Related Videos - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [In-depth .NET Azure Functions: Isolated mode, performance and durable AI agents](https://www.wearedevelopers.com/videos/100207-in-depth-net-azure-functions-isolated-mode-performance-and-durable-ai-agents) - [Developing the Rich Text Editor for DeepL.com](https://www.wearedevelopers.com/videos/1172-developing-the-rich-text-editor-for-deepl-com) - [Your Manager Doesn’t Come with a User Manual (But You Can Totally Write One)](https://www.wearedevelopers.com/videos/1495-your-manager-doesn-t-come-with-a-user-manual-but-you-can-totally-write-one) - [From Syntax to Singularity: AI’s Impact on Developer Roles](https://www.wearedevelopers.com/videos/900-from-syntax-to-singularity-ai-s-impact-on-developer-roles) - [Systems Thinking for Performance: How to Diagnose and Fix Slow Systems without Guessing](https://www.wearedevelopers.com/videos/2103-systems-thinking-for-performance-how-to-diagnose-and-fix-slow-systems-without-guessing) ## Related Articles - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [Should Tech Managers Be Developers First? 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