Technical Support Manager - Inside Support Lead

OGP – Optical Gaging Products; City of Rochester (NY); On-site; USD 75,000 - 100,000; Full time

Benefits offered by this job

Paid time off

Health & financial benefits

401k plan

Tuition reimbursement

Employee referral bonus

Wellness programs

EV charging stations

Disability insurance

Life insurance

Holidays

Job summary

Quality Vision International in Rochester, NY seeks a Technical Support Manager to lead the internal support function and oversee documentation. You will drive remote troubleshooting, triage, and escalation while collaborating with engineering, optics, and product teams to improve responses and knowledge base quality.

The role emphasizes first-contact resolution, scalable knowledge, and process improvements, with a strong focus on metrics and customer satisfaction.

Qualifications

• Associate degree (2-year) or equivalent in engineering, technology, or physics.
• Minimum 5 years in technical support or related roles.
• Proven leadership including coaching and team development.
• Advanced troubleshooting with structured problem-solving.
• Strong organizational and communication skills under pressure.
• Experience managing support teams in metric-driven environments.
• Experience building or managing technical documentation and knowledge bases.
• Experience contributing to self-service/customer portal initiatives.
• Familiarity with CRM, ERP, or ticketing systems; proficient with Microsoft tools.

Responsibilities

• Lead the Product Support Team to deliver high-quality tech support with strong FCR.
• Establish and manage performance metrics (FCR, SLA, backlog, satisfaction).
• Foster disciplined, structured troubleshooting and knowledge sharing.
• Oversee documentation management and knowledge development.
• Serve as liaison between customers, engineering, optics, and product teams.
• Drive remote troubleshooting and triage to minimize onsite service.
• Develop SOPs for troubleshooting, escalation, and documentation.
• Drive customer-facing knowledge portal content and improvements.
• Analyze support data to identify and implement improvements.

Skills

Leadership

Troubleshooting

Documentation

Communication

Remote support

Education

Associate degree (2-year) in engineering/tech/physics

Tools

CRM

ERP

Ticketing systems

Microsoft tools

Job description

Quality Vision International in Rochester, NY seeks a Technical Support Manager to lead the internal support function and oversee documentation. You will drive remote troubleshooting, triage, and escalation while collaborating with engineering, optics, and product teams to improve responses and knowledge base quality.

The role emphasizes first-contact resolution, scalable knowledge, and process improvements, with a strong focus on metrics and customer satisfaction.