Remote Advanced Technical Support Supervisor

Hotwire Communications, LTD; Fort Lauderdale (FL); Remote; USD 85,000 - 120,000; Full time

Benefits offered by this job

401K with company match

Paid vacation & sick time

Service discounts for employees

Job summary

Hotwire Communications, LTD in the United States is seeking a Supervisor, Advanced Technical Support to lead a fully remote team of Advanced Technical Support Engineers. You will coach, guide, and mentor the team to resolve complex issues with a focus on quality customer experience and continuous learning.

You will drive incident management, performance monitoring, and cross-functional collaboration with Network Operations, Engineering, and Service Delivery.

Qualifications

• Bachelor’s degree in a technical field or equivalent experience.
• 4+ years leading technical support or operations teams.
• 4+ years in IT/NOC environments with troubleshooting in large-scale settings.
• Strong knowledge of LAN/WAN, DNS, DHCP, TCP/IP, VPN, wireless, fiber.
• Excellent verbal and written communication; able to present data to technical and non-technical audiences.
• Willing to work flexible hours including weekends/holidays.

Responsibilities

• Lead and coach a remote team of Advanced Technical Support Engineers (ATSEs).
• Oversee incident management, escalations, and cross-department coordination.
• Monitor performance metrics and workforce planning for 7-day operations.
• Develop talent through onboarding, training, and ramp-up programs.
• Identify and implement process improvements to enhance support workflows.
• Analyze recurring issues and drive long-term corrective actions.
• Maintain and improve technical documentation and escalation guidelines.
• Collaborate with Network Operations, Engineering, and Service Delivery.

Skills

Team leadership

Coaching

IT operations

Networking

Communication

Flexible schedule

Education

Bachelor’s degree in a technical field

Tools

ServiceNow

SolarWinds

Nagios

CCNA/CCNP/ITIL certifications

Job description

Hotwire Communications, LTD in the United States is seeking a Supervisor, Advanced Technical Support to lead a fully remote team of Advanced Technical Support Engineers. You will coach, guide, and mentor the team to resolve complex issues with a focus on quality customer experience and continuous learning.

You will drive incident management, performance monitoring, and cross-functional collaboration with Network Operations, Engineering, and Service Delivery.