Technical Support Supervisor

divh2Support Supervisor/h2pWere 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./ppThe Support Supervisor sets clear expectations, holds people accountable, and ensures the team operates with consistency, professionalism, and sound judgment.

Youll 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./ppThis role is ideal for someone who balances empathy with accountability, makes decisions confidently, and earns authority through clarity and follow-through, not title alone./ph3What Youll Do/h3pstrongLead and Develop People/strong/pulliLead, coach, and develop a team of technical support professionals/liliSet and reinforce clear expectations around performance, behavior, and ownership/liliAddress underperformance early and directly, with fairness and professionalism/liliConduct regular coaching and feedback conversations focused on growth and progression/liliFoster psychological safety while maintaining strong standards and boundaries/liliLead team meetings that reinforce priorities, expectations, and best practices/li/ulpstrongRun Strong Support Operations/strong/pulliOversee daily support operations to ensure timely and effective issue resolution/liliAct as an escalation point for complex or high-risk customer situations/liliApply sound technical and operational judgment to guide issue resolution/liliMonitor ticket flow, prioritization, and follow-through in the support system/liliEnsure team readiness for new features, products, and process changes/li/ulpstrongPartner Across the Business/strong/pulliAdvocate for customer outcomes while setting realistic expectations/liliPartner with Product, Sales, Professional Services, and Customer Experience teams/liliClearly communicate risks, tradeoffs, and customer impact to non-technical stakeholders/liliProactively identify and escalate emerging customer risks to leadership/li/ulpstrongDrive Improvement and Change/strong/pulliSet performance goals and monitor key support metrics and KPIs/liliAnalyze support data to identify trends and opportunities for improvement/liliDrive continuous improvement in support processes, tools, and workflows/liliLead the team through change with clarity, transparency, and purpose/li/ulpstrongWhat You Bring/strong/ppstrongRequired Qualifications/strong/pulliAssociate or Bachelors degree in Computer Science, Mathematics, Business, or related field or equivalent practical experience/lili2+ years of experience in a team lead, principal, or people management role, preferably in SaaS or technical support/liliProven ability to hold people accountable while maintaining trust and professionalism/liliStrong understanding of SaaS support models, cloud-based systems, and software troubleshooting/liliAbility to communicate technical concepts clearly to technical and non-technical audiences/liliExperience managing customer escalations calmly and effectively/liliProficiency with ticketing systems and customer support tools/liliStrong judgment, organization, and time-management skills/li/ulpstrongPreferred Qualifications/strong/pulliFamiliarity with JavaScript, XML, JSON, and relational databases/liliExperience working closely with Product and Engineering teams/liliExperience supporting multiple products or solutions/liliEsker solution certifications (or willingness to obtain)/li/ulpstrongWhat Success Looks Like/strong/pulliSet and reinforce standards rather than deferring to the team/liliAddress issues directly and respectfully/liliBalance empathy with accountability/liliCommunicate clearly under pressure/liliModel Esker values through consistent, professional behavior/li/ulpstrongWhy This Role Matters/strong/ppThis 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./ppstrongSalary Range/strong: $75,000-$92,000 + Incentive/ppThis posting will close strongTuesday, February 17th at 12 PM CT./strong/ppstrongEmployee Benefits/strong/pulliStudent loan repayment assistance/liliFlexible work schedule, summer hours, and work from home options/liliProfit sharing options/liliPaid time off for community outreach and volunteer opportunities/liliYearly stipend for employee wellness, hobbies, or educational activities/liliDog-friendly work environment/liliCompetitive salary and benefits package/lipstrongWho We Are/strong/ppEstablished in 1985, Esker has grown into a leading provider of AI-driven process automation software with over 1,000 employees and 1,700 customers worldwide.

Companies such as Arizona Cardinals Football Club, Whirlpool, Sony, Trek, Heineken, and many more use our cloud-based solutions to run more efficient and cost-effective business processes, improve customer and supplier relationships, increase employee productivity and morale, and enhance global visibility, scalability and compliance.

Esker operates in five continents with global headquarters in Lyon, France, and two U.S.

locations in Madison, WI, and Denver, CO./ppstrongCome as You Are/strong/ppEsker is an equal opportunity employer that celebrates diversity and is committed to maintaining an inclusive and mutually respectful work environment.

We do not discriminate against any qualified applicants on the basis of: race, color, national origin, religion, age, sex, sexual orientation, gender identity or expression, pregnancy, disability, medical history, military or veteran status, and any other characteristic protected by applicable law./p/ul/div