Technical Support Supervisor

About the Role

We’re looking for a Support Supervisor who is a people leader first and a steady operational presence second. This role leads a team of technical support professionals responsible for delivering timely, high-quality customer support in a SaaS environment.

The Support Supervisor sets clear expectations, holds people accountable, and ensures the team operates with consistency, professionalism, and sound judgment. You’ll serve as an escalation point for complex customer issues, partner cross-functionally to improve outcomes, and help build a support culture that is calm under pressure and grounded in ownership.

This role is ideal for someone who balances empathy with accountability, makes decisions confidently, and earns authority through clarity and follow-through, not title alone.

What You’ll Do

Lead and Develop People

• Lead, coach, and develop a team of technical support professionals

• Set and reinforce clear expectations around performance, behavior, and ownership

• Address underperformance early and directly, with fairness and professionalism

• Conduct regular coaching and feedback conversations focused on growth and progression

• Foster psychological safety while maintaining strong standards and boundaries

• Lead team meetings that reinforce priorities, expectations, and best practices

Run Strong Support Operations

• Oversee daily support operations to ensure timely and effective issue resolution

• Act as an escalation point for complex or high-risk customer situations

• Apply sound technical and operational judgment to guide issue resolution

• Monitor ticket flow, prioritization, and follow-through in the support system

• Ensure team readiness for new features, products, and process changes

Partner Across the Business

• Advocate for customer outcomes while setting realistic expectations

• Partner with Product, Sales, Professional Services, and Customer Experience teams

• Clearly communicate risks, tradeoffs, and customer impact to non-technical stakeholders

• Proactively identify and escalate emerging customer risks to leadership

Drive Improvement and Change

• Set performance goals and monitor key support metrics and KPIs

• Analyze support data to identify trends and opportunities for improvement

• Drive continuous improvement in support processes, tools, and workflows

• Lead the team through change with clarity, transparency, and purpose

What You Bring

Required Qualifications

• Associate or Bachelor’s degree in Computer Science, Mathematics, Business, or related field or equivalent practical experience

• 2+ years of experience in a team lead, principal, or people management role, preferably in SaaS or technical support

• Proven ability to hold people accountable while maintaining trust and professionalism

• Strong understanding of SaaS support models, cloud-based systems, and software troubleshooting

• Ability to communicate technical concepts clearly to technical and non-technical audiences

• Experience managing customer escalations calmly and effectively

• Proficiency with ticketing systems and customer support tools

• Strong judgment, organization, and time-management skills

Preferred Qualifications

• Familiarity with JavaScript, XML, JSON, and relational databases

• Experience working closely with Product and Engineering teams

• Experience supporting multiple products or solutions

• Esker solution certifications (or willingness to obtain)

What Success Looks Like

Successful Support Supervisors:

• Set and reinforce standards rather than deferring to the team

• Address issues directly and respectfully

• Balance empathy with accountability

• Communicate clearly under pressure

• Model Esker values through consistent, professional behavior

Why This Role Matters

This role is critical to delivering reliable, high-quality support to our customers while building a strong, accountable, and engaged support team. The Support Supervisor helps move the organization from reactive firefighting to structured, sustainable support; creating trust with customers and clarity for the team.

Salary Range: $75,000-$92,000 + Incentive

This posting will close Tuesday, February