Technical Support Supervisor

is responsible for overseeing the daily operations of the technical support team while providing hands-on technical expertise and exceptional customer service. This role ensures timely resolution of customer issues, drives continuous improvement in support processes, and supports cross-functional teams through product knowledge, training, and technical guidance. The supervisor will lead by example, coach team members, and help maintain high standards of performance and professionalism.

About the Role

ESSENTIAL JOB FUNCTIONS

Responsibilities

• Team Leadership & Supervision
• Provide daily supervision, coaching, and mentoring to the technical support staff.
• Oversee team scheduling, workload distribution, and task assignments to ensure efficient operations.
• Monitor team performance, track key metrics, and prepare reports for management.
• Handle escalated or complex technical issues directly when required.
• Develop and implement action plans to improve individual and team performance.
• Customer & Technical Support Operations
• Manage all incoming technical support inquiries via phone, email, and ticketing system; ensure timely and professional responses.
• Ensure all customer issues are resolved promptly while maintaining high customer satisfaction.
• Partner proactively with Sales, Operations, Product, and other internal teams to support customer needs and resolve escalations.
• Maintain accurate documentation of customer interactions and troubleshooting steps within the ticketing system.
• Technical Expertise & Product Knowledge
• Maintain in-depth knowledge of the company’s full product line, including Video Surveillance/CCTV technologies and their applications.
• Provide product demonstrations and technical training to sales teams, customers, and internal staff.
• Stay up to date on new product releases, features, and enhancements.
• Testing, Evaluation & Preventive Measures
• Test and evaluate surveillance cameras, DVR cards, stand-alone and PC-based DVR systems, and related peripherals.
• Build and test PC-based DVR systems based on customer specifications.
• Analyze Salesforce case trends to identify root causes and recommend preventive measures to reduce recurring issues.
• Review technical support processes and implement continuous improvement initiatives.
• Support special projects as assigned by management.
• Perform other duties as needed.

• Strong troubleshooting and diagnostic skills.
• Excellent communication and customer service abilities.
• Experience working in a ticketing system (e.g., Salesforce).
• Ability to lead, coach, and motivate team members.

Special Physical and/ or Mental Requirements

• Domestic and/or International Travel may be required (up to 25%)
• Willing and able to work additional hours when needed
• Bend, lift, open, and move product and related office items varying in weight from 1 to 30lbs, depending on the need, * 3+ years of technical support experience in electronics, security systems, CCTV, or related fields.
• Prior supervisory, lead, or acting-lead experience preferred
• Experience with PC-based DVR systems, IP cameras, and security technologies.
• A bachelor’s degree in computer science, Physics, IT / Network, Engineering, or a related technical field; a Master’s Degree is preferred