Technical Support Supervisor

About Us : Ocean Optics is a fast-paced, high performing and high growth organization that was recently named one of Orlando's Best Places to work!   Our people thrive in an inclusive, innovative, and collaborative culture.   Join our team of instigators of the possible where WE MEASURE WHAT MATTERS .For more information please visit http://www.oceanoptics.com ABOUT THE OPPORTUNITY Join world-class experts in finding answers to our customers' toughest questions as a Technical Support Supervisor. Reporting to the Director of Applications Engineering, this role provides day-to-day leadership for the technical support team. The Technical Support Lead combines deep technical expertise with coaching, operational excellence, and customer advocacy to ensure an exceptional customer experience. As a leader within the Technical Support organization, you will help drive continuous improvement in support processes, mentor team members, and partner closely with Engineering, Product Management, Sales, and Operations to ensure our customers are successful using our products. Through a natural curiosity, passion for customer success, and commitment to technical excellence. Specifically, this role will: Deliver world-class technical support that enables customers to successfully implement, operate, and maximize the value of Ocean Optics products. Own customer inquiries and technical issues from initial contact through successful resolution, ensuring timely communication and follow-up. Research, troubleshoot, diagnose, and resolve advanced technical issues while providing accurate and practical solutions. Support customers through phone, email, live chat, remote sessions, and other support channels. Monitor support queues and ensure service level agreements (SLAs) are achieved for response and resolution times. Provide guidance and coaching to Technical Support Team on complex troubleshooting and customer interactions. Lead onboarding, training, and knowledge-sharing activities to strengthen team capability and technical expertise. Partner with Engineering, Product Management, Quality, and Operations teams to investigate customer issues, drive root-cause analysis, and implement corrective actions. Participate in customer complaint reviews and investigations, providing technical support input and disposition support as needed. Support new product launches by developing support readiness plans, training materials, and customer-facing resources. Own Stage Gate deliverables and service readiness activities for new product introductions. Maintain accurate documentation of customer interactions, investigations, resolutions, and product issues within the support management system. Develop and maintain technical documentation, troubleshooting guides, FAQs, and knowledge base content to improve customer self-service and reduce recurring inquiries. Own technical documentation publication processes for support-facing and…