Technical Support Supervisor

Job overview

The Technical Support Supervisor role is onsite in Charlotte, NC, and is full-time. Compensation is not specified. The position leads OneCloud’s Customer Success & Technical Support team across its UCaaS and CCaaS product portfolio. The supervisor guides approximately 10 Level I and Level II technicians while overseeing the support queue, phone and web chat channels, escalations, and case quality. The role helps deliver timely, documented customer issue resolution and develops technician capability through coaching, training, and hands-on technical guidance.

What you'll do

• Manage ticket triage, ownership, priority, status, and follow-up
• monitor inbound phone and web chat channels
• track service metrics and SLA/SLO adherence
• coordinate service dispatches and vendor escalations
• provide technical escalation support for device registration, provisioning, call routing, and call quality
• review case quality and escalation notes
• identify recurring incidents and known errors
• coach and mentor technicians
• coordinate training and knowledge-base documentation
• communicate with customers on high-priority cases.

What we're looking for

Skills & competencies

technical support supervisor

full-time

onsite

charlotte nc

onecloud

customer support

support center

ucaas

ccaas

voip

sip

on-call rotation

Work arrangement

• Weekend coverage required

Why this role

Participates in a tertiary on-call rotation in one-month increments, currently about four months per year, and may work after hours as needed. Occasional travel to customer locations is expected; a valid driver’s license and clean driving record are required.

About the employer

OneCloud Corporation is hiring for this role. Industry: Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services. Sector: 51.