[Hiring] Advanced Technical Support Supervisor @Hotwire Communications Ltd

Role Description

• Team Leadership & Coaching: Lead, mentor, and develop a remote team of Advanced Technical Support Engineers (ATSEs). Conduct regular 1-on-1s, provide actionable coaching, foster engagement, and promote a culture of accountability, collaboration, and technical excellence.
• Technical Operations & Escalation Management: Oversee the day-to-day management of complex technical work items and escalations, ensuring appropriate prioritization, timely resolution, and effective coordination across departments to deliver seamless end-to-end customer support.
• Performance & Workforce Management: Monitor team performance and operational effectiveness through established service, productivity, quality, and customer experience measures. Manage scheduling, shift selections, and time-off requests to maintain adequate coverage across 7-day, 16-hour operations.
• Talent Development: Evaluate individual and team capabilities, identify skill gaps, and implement targeted training, coaching, and development programs for new hires and tenured staff. Support onboarding and technical ramp-up to ensure team members achieve proficiency in required systems, processes, and troubleshooting practices.
• Process & Operational Improvement: Identify opportunities to improve support workflows, procedures, and operational effectiveness. Implement systematic approaches that streamline issue resolution, reduce recurring problems, and improve consistency across the support organization.
• Incident & Problem Management: Analyze recurring and complex technical issues, identify trends and potential root causes, and partner with appropriate technical teams to drive corrective actions and long-term resolution.
• Knowledge & Technical Documentation: Maintain and improve technical documentation, troubleshooting procedures, knowledge resources, and escalation guidelines to support consistent issue resolution and enable continuous knowledge sharing across the team.
• Cross-Functional Collaboration & Customer Experience: Partner with Network Operations, Engineering, Service Delivery, Customer Care, Field Operations, and other stakeholders to resolve complex issues, communicate technical impacts, and improve the overall customer support experience.
• Other duties as assigned by Supervisor.

Qualifications

• Bachelor’s degree in a technical field or equivalent combination of education and practical experience.
• 4+ years of experience leading, coaching, and developing technical support or operations teams.
• 4+ years of experience in IT Operations, Network Operations, or a Network Operations Center (NOC) environment, with demonstrated ability to troubleshoot complex technical issues in large-scale environments.
• Strong working knowledge of LAN/WAN technologies and networking protocols, including DNS, DHCP, TCP/IP, VPN, wireless, and fiber infrastructure.
• Exceptional verbal and written communication skills, with the ability to effectively communicate technical information, present data and insights, and collaborate with technical teams, customers, and leadership.
• Willingness to work a flexible schedule, including occasional extended hours, weekends, or holidays, to support operational requirements.

Requirements

• Leadership experience within a telecommunications, Internet Service Provider (ISP), or related technical service environment.
• Experience with ServiceNow or similar enterprise ticketing platforms and familiarity with ITIL principles and service management practices.
• Hands-on experience using SolarWinds, Nagios, or similar enterprise monitoring and diagnostic tools to identify and troubleshoot network performance issues.
• Active CCNA, CCNP, ITIL, or other relevant technical or service management certification.

Benefits

• Comprehensive Healthcare/Dental/Vision Plans
• 401K Retirement Plan with Company Match
• Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
• Paid Volunteer Time
• Paid Parental Leave
• Hotwire Service Discounts – for employees who live on a property serviced by Hotwire. Discounted service offerings are provided for high-speed internet, video service, phone, and security service
• Employee Referral Bonuses
• Exclusive Entertainment Discounts/Perks