{"id":1583060,"url":"https://alion.io/job/halma-technical-support-supervisor","title":"Technical Support Supervisor","company":{"id":51550,"name":"Halma","domain":"halma.com","url":"https://alion.io/company/halma","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":84,"open_postings":38,"ghost_share":0,"stale_share":0.632,"repost_share":0,"time_to_fill_p50_days":54,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Orlando, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":68000,"max_usd":141000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":415},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"C#","optional":true},{"name":"C++","optional":true},{"name":"MATLAB","optional":true},{"name":"Python","optional":true}],"status":"live","first_seen_at":"2026-09-22T00:00:00Z","employer_posted_date":"2026-09-22","last_verified_at":"2026-10-17T01:07:26Z","board_verified":true,"closed_at":null,"days_open":25,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":25},"description":"About Us: Ocean Optics is a fast-paced, high performing and high growth organization that was recently named one of Orlando's Best Places to work!Our people thrive in an inclusive, innovative, and collaborative culture.Join our team of instigators of the possible where WE MEASURE WHAT MATTERS.For more information please visit http://www.oceanoptics.com\nABOUT THE OPPORTUNITY\nJoin world-class experts in finding answers to our customers' toughest questions as a Technical Support Supervisor. Reporting to the Director of Applications Engineering, this role provides day-to-day leadership for the technical support team. The Technical Support Lead combines deep technical expertise with coaching, operational excellence, and customer advocacy to ensure an exceptional customer experience.\nAs a leader within the Technical Support organization, you will help drive continuous improvement in support processes, mentor team members, and partner closely with Engineering, Product Management, Sales, and Operations to ensure our customers are successful using our products.\nThrough a natural curiosity, passion for customer success, and commitment to technical excellence.\nSpecifically, this role will:\nDeliver world-class technical support that enables customers to successfully implement, operate, and maximize the value of Ocean Optics products.\n\nOwn customer inquiries and technical issues from initial contact through successful resolution, ensuring timely communication and follow-up.\n\nResearch, troubleshoot, diagnose, and resolve advanced technical issues while providing accurate and practical solutions.\n\nSupport customers through phone, email, live chat, remote sessions, and other support channels.\n\nMonitor support queues and ensure service level agreements (SLAs) are achieved for response and resolution times.\n\nProvide guidance and coaching to Technical Support Team on complex troubleshooting and customer interactions.\n\nLead onboarding, training, and knowledge-sharing activities to strengthen team capability and technical expertise.\n\nPartner with Engineering, Product Management, Quality, and Operations teams to investigate customer issues, drive root-cause analysis, and implement corrective actions.\n\nParticipate in customer complaint reviews and investigations, providing technical support input and disposition support as needed.\n\nSupport new product launches by developing support readiness plans, training materials, and customer-facing resources.\n\nOwn Stage Gate deliverables and service readiness activities for new product introductions.\n\nMaintain accurate documentation of customer interactions, investigations, resolutions, and product issues within the support management system.\n\nDevelop and maintain technical documentation, troubleshooting guides, FAQs, and knowledge base content to improve customer self-service and reduce recurring inquiries.\n\nOwn technical documentation publication processes for support-facing and customer-facing content.\n\nAnalyze support trends, recurring issues, and customer feedback to identify opportunities for product, process, and service improvements.\n\nAdministrative leadership for HubSpot tickets.\n\nAssist in workload management and daily coordination of support activities to ensure an exceptional customer experience.\n\nSupport field applications, commercial, and customer success teams by providing advanced technical expertise and product knowledge.\n\nTrack and report key support metrics, including response times, resolution times, customer satisfaction, escalation trends, and support effectiveness.\n\nReview customer satisfaction and CES feedback, identify improvement actions, and help drive follow-up activities.\n\nDrive continuous improvement initiatives focused on customer satisfaction, operational efficiency, and support scalability.\n\nProvide Voice of Customer input into product planning by communicating customer needs, challenges, and product enhancement opportunities to internal stakeholders.\n\nFoster a culture of collaboration, accountability, technical excellence, and customer-centricity within the global technical support organization.\n\nOther duties as assigned.\n\nABOUT THE CANDIDATE\nOur ideal candidate brings strong software engineering and testing expertise combined with a passion for quality and continuous improvement.\nEducation\nBachelor’s degree (with comparable experience) in Engineering, Physics, Chemistry, Computer Science, Information Technology, or related technical field preferred.\n\nExperience\n5+ years of experience in technical support, field applications, service engineering, or related customer-facing technical roles.\n\nPrior experience mentoring, coaching, or leading technical teams.\n\nExperience supporting scientific instrumentation, analytical equipment, industrial technology, or software applications preferred.\n\nTechnical experience within spectroscopy, photonics, optics, instrumentation, life sciences, or laboratory environments is highly desirable.\n\nExperience in regulated environments (ISO 9001, ISO 13485, FDA, or similar) is desirable.\n\nSkills\nStrong troubleshooting capabilities across hardware, software, firmware, and system integration issues.\n\nAbility to diagnose complex technical issues using structured problem-solving techniques.\n\nExperience with CRM and support systems such as Salesforce, HubSpot, or equivalent.\n\nProgramming experience in Python, C#, C++, LabVIEW, Matlab, or similar languages is beneficial.\n\nExcellent written, verbal, and technical presentation skills.\n\nStrong organizational skills and attention to detail.\n\nEntrepreneurial mindset with a passion for continuous improvement and innovation.\n\nAbility to work effectively in ambiguous and rapidly changing environments.\n\nAbility to influence cross-functional teams within a highly matrixed organization.\n\nAbility to contribute to software quality strategy, testing best practices, and mentoring of junior team members where appropriate.\n\nStrong bias for action, sense of urgency, and results-oriented approach.\n\nProven ability to work independently while maintaining strong team collaboration.\n\nHigh standards of ethics, integrity, and professionalism.\n\nStrong coaching, mentoring, and team development skills.\n\nAbility to manage multiple priorities while maintaining exceptional customer service.\n\nFluency in English required; additional languages such as German, French, Spanish, Dutch, or Mandarin are a plus.\n\nAbility to travel domestically and internationally as needed.\n\nABOUT THE COMPANY\nOcean Optics pioneered miniature spectrometers and deliver spectral solutions to researchers, OEMs, and industrial customers, also designs and builds industrial-grade photonics systems for material inspection, chemical identification, and quality assurance.\nAt Ocean We Measure What Matters, and our Mission is to design precise photonics systems to solve customer measurement challenges to make the world safer, cleaner, and healthier. We have discovered, refined, and delivered new approaches to solving problems with spectroscopy and imaging technologies. Backed by deep experience, we are working within applications including biomedical, semiconductors, research & science, industrial, environmental, food & agriculture, and safety & security. We partner with customers to achieve ambitious goals, leveraging the power of light for advancement in health, safety, and the environment.\nWith more than 200 employees worldwide, including in the US, Europe, and Asia, we leverage the wealth of knowledge from a diverse and multidisciplinary team, which drives our growth and high performance. Ocean Optics is a subsidiary of Halma plc, an international market leader in safety, health, and environmental technology.\nABOUT THE PERKS\nOcean Optics offers a comprehensive compensation package and health and wellness benefits. Also, as a member of the Halma Group of companies (www.halma.com), our employees enjoy excellent career development, networking, and advancement opportunities worldwide.\nEQUAL OPPORTUNITY EMPLOYER\nOcean Optics is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.\n#LI-LW4\n#LI-KS1\n#LI-LI-NE1\n#LI-ONSITE\n#OCEAN OPTICS","description_format":"text","description_chars":8355,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"German","level":"All levels","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Telecommunications","Optical Communications","Laboratory Equipment"],"lifecycle":[{"event":"open","at":"2026-10-01T13:41:34Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"Filed H-1B visas in the last two years","filings_12m":0,"filings_prev_12m":1,"green_card_filings_12m":0,"median_offered_wage_usd":null,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":56,"band":"ok","label":"Likely open","p_open":1,"p_active":0.618,"p_room":0.9,"age_days":25,"expected_fill_days":54,"reasons":["conf:4","stale_co","velocity","win:mid","comp:brand"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/halma-technical-support-supervisor","json_url":"https://alion.io/job/halma-technical-support-supervisor.json","meta":{"generated_at":"2026-10-17T18:45:37Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1698,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-18T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":51550},"rest":"https://alion.io/mcp/rest/get_company?id=51550"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhalma-technical-support-supervisor"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhalma-technical-support-supervisor"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhalma-technical-support-supervisor"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/halma-technical-support-supervisor\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhalma-technical-support-supervisor"}]}