Technical Support Lead — UCaaS/CCaaS, Onsite Charlotte

OneCloud Corporation; Charlotte (NC); On-site; USD 75,000 - 95,000; Full time

Job summary

OneCloud Corporation is seeking a Technical Support Supervisor to lead the Support Center across UCaaS and CCaaS products. You will guide a growing team of Level I and II technicians, provide daily coaching, hands-on support, and drive career development.

You will own the ticket queue, oversee live channels, and serve as the first escalation point for both team and customers. You will monitor SLA adherence, support quality, and customer satisfaction, while coordinating training and ensuring

Qualifications

• Bachelor's degree in IT or related field, or equivalent experience.
• 2+ years in a technical support organization, UCaaS/CCaaS preferred.
• 1+ years in a lead or supervisory capacity.

Responsibilities

• Own the daily operation of the ticket queue from triage to closure.
• Monitor live call and web chat channels for availability and timely response.
• Coach and mentor Level I/II technicians and conduct 1:1s.
• Review escalations and ensure sound root-cause analysis with documented actions.
• Coordinate training and knowledge base updates.
• Escalate to manager or Engineering when necessary and track performance against SLAs.

Skills

Team leadership

Queue management

Incident management

VoIP fundamentals

SIP call routing

Communication skills

Time management

ITIL/ITSM familiarity

Certifications (CCNA/Network+)

Travel willingness

Education

Bachelor's degree in IT or related field

2+ years technical support experience

1+ years lead/supervisory experience

Tools

Helpdesk software

SIP trace tools

Network monitoring

Job description

OneCloud Corporation is seeking a Technical Support Supervisor to lead the Support Center across UCaaS and CCaaS products. You will guide a growing team of Level I and II technicians, provide daily coaching, hands-on support, and drive career development.

You will own the ticket queue, oversee live channels, and serve as the first escalation point for both team and customers. You will monitor SLA adherence, support quality, and customer satisfaction, while coordinating training and ensuring