Technical Support Supervisor

🔥 0 minutes ago

🐊 Florida – Remote

🐊 Florida – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Hotwire Communications Ltd

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2002

🏨 Hospitality

📦 Logistics

🏗️ Construction

Hospitality • Logistics • Construction

Hotwire Communications Ltd is a fiber‑optic telecommunications company operating under the Fision brand that builds and operates 100% fiber networks to deliver high‑speed, symmetrical gigabit internet to residential communities and business customers. The company provides bundled connectivity services — including managed Wi‑Fi, TV, digital phone, security, and home automation — for single‑family homes, multifamily and HOAs, hospitality, student housing, senior living, and other enterprise customers across multiple U. S. states. Hotwire emphasizes concierge‑level customer service, scalable network infrastructure, and enterprise-grade solutions for community-wide deployments.

📋 Description

• Lead, mentor, and develop a fully remote team of Advanced Technical Support Engineers • Conduct regular 1-on-1s and provide actionable coaching • Oversee complex technical work items and escalations, ensuring prioritization and timely resolution • Coordinate across departments to deliver seamless end-to-end customer support • Monitor service, productivity, quality, and customer experience measures • Manage scheduling, shift selections, and time-off requests for 7-day, 16-hour operations • Evaluate capabilities, identify skill gaps, and implement training, coaching, and development programs • Support onboarding and technical ramp-up • Improve support workflows, procedures, and operational effectiveness • Analyze recurring and complex technical issues, identify trends and root causes, and drive corrective actions • Maintain and improve technical documentation, troubleshooting procedures, knowledge resources, and escalation guidelines • Partner with Network Operations, Engineering, Service Delivery, Customer Care, Field Operations, and other stakeholders • Perform other duties as assigned by Supervisor

🎯 Requirements

• 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 • 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 • Ability to 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 • Preferred: leadership experience within telecommunications, an Internet Service Provider (ISP), or related technical service environment • Preferred: experience with ServiceNow or similar enterprise ticketing platforms and familiarity with ITIL principles and service management practices • Preferred: hands-on experience using SolarWinds, Nagios, or similar enterprise monitoring and diagnostic tools • Preferred: 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 high-speed internet, video service, phone, and security service offerings • Employee Referral Bonuses • Exclusive Entertainment Discounts/Perks