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Routeware, Inc. · 5 hours ago

Supervisor, Technical Support

United States

Full-time

Remote

Mid, Senior Level

Routeware, Inc. is the industry leader in providing software and data analysis for waste and recycling programs. The Supervisor of Technical Support will provide frontline customer support and leadership within the support team, balancing hands-on customer interactions with guiding team members to ensure efficient resolution of technical issues and high service quality.

Fleet ManagementInformation TechnologyReal TimeSaaS

H1B Sponsor Likely

Responsibilities

Provide direct, high-quality technical support to customers across our products and services

Troubleshoot complex technical issues and serve as an escalation point for team members

Maintain deep product knowledge and continuously develop expertise to support evolving technologies

Act as a mentor and role model for support team members, sharing best practices and encouraging skill development

Provide daily operational oversight, including queue management, case assignment, and issue prioritization

Offer coaching, informal training, and constructive feedback to strengthen team performance

Monitor support activity and ensure service level agreements (SLAs) and quality standards are met

Assist in documenting processes, troubleshooting guides, and knowledge base articles

Partner with the Head of Support Operations to identify trends, escalate systemic issues, and recommend process improvements

Monitor support activity and ensure SLAs and quality standards are met, driving measurable outcomes such as response times, resolution rates, and customer satisfaction targets

Work closely with Product, Engineering, and Customer Operations teams to advocate for customer needs and provide feedback on recurring issues

Support communication between support staff and other departments to ensure alignment and resolution of escalations

Contribute to strategic support initiatives, helping to shape processes, tools, and customer experience improvements in partnership with leadership

Qualification

Customer technical supportTeam leadershipProblem-solving skillsTechnical aptitudeSupport ticketing systemsEffective communicationInterpersonal skillsOrganizational skills

Required

Proven experience in a customer technical support role, with demonstrated success in handling complex technical cases

Experience acting as a team lead, mentor, or subject matter expert within a support environment

Strong technical aptitude and the ability to quickly learn and apply product knowledge

Excellent problem-solving and troubleshooting skills, with a customer-first mindset

Effective communicator with the ability to coach peers, collaborate across teams, and interact directly with customers in a professional manner

Highly organized, adaptable, and able to balance hands-on casework with team support responsibilities

Strong interpersonal skills, including empathy, active listening, and conflict resolution, to foster a positive and supportive team culture

Preferred

Prior experience in a supervisory, lead, or shift coordinator role

Familiarity with support ticketing systems and reporting tools (e.g., Zendesk, Jira, Salesforce)

Strong documentation skills, including knowledge base and procedural writing

Benefits

Comprehensive benefits (medical with HSA option, vision, dental, and life insurance)

Paid parental leave

Medical and Dependent FSA

401K match

Unlimited PTO

Ten company holidays

1 Volunteer day

Summer Friday's

Company

Routeware, Inc.

Routeware helps mid-large private and municipal haulers and cities relieve operational and cost pressures and overcome environmental challenges.

Founded in 1999

Portland, Oregon, USA

201-500 employees

https://www.routeware.com

H1B Sponsorship

Routeware, Inc. has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (3)