Technical Support Lead: Customer Success & Team Coach

Halma plc; Orlando (FL); Hybrid; USD 65,000 - 110,000; Full time

Benefits offered by this job

Health benefits

Career development

Global opportunities

Job summary

Ocean Optics, a Halma plc subsidiary in Orlando, seeks a Technical Support Supervisor to lead the support team. You will own complex issues, coach staff, and collaborate with Engineering, Product Management and Sales to deliver exceptional customer outcomes.

You will drive onboarding, training, and knowledge sharing, while improving processes and support readiness for new product launches. Strong English, troubleshooting, and leadership skills are essential.

Qualifications

• Bachelor’s degree or equivalent experience in a technical field preferred.
• 5+ years in technical support, field applications, or related roles.
• Experience mentoring or leading technical teams is desirable.
• Strong written, verbal and presentation skills in English.

Responsibilities

• Deliver world-class technical support enabling customers to maximize product value.
• Own inquiries from initial contact to resolution and ensure timely updates.
• Coach and onboard team members; drive root-cause analysis and corrective actions.
• Collaborate with Engineering, Product, Sales, Quality and Operations to improve service.
• Track support metrics and drive continuous improvement initiatives.

Skills

Troubleshooting

Leadership

English fluency

Cross-functional collaboration

Customer advocacy

Tools

Salesforce

HubSpot

Job description

Ocean Optics, a Halma plc subsidiary in Orlando, seeks a Technical Support Supervisor to lead the support team. You will own complex issues, coach staff, and collaborate with Engineering, Product Management and Sales to deliver exceptional customer outcomes.

You will drive onboarding, training, and knowledge sharing, while improving processes and support readiness for new product launches. Strong English, troubleshooting, and leadership skills are essential.