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Technical Support Mentor Jobs (NOW HIRING)

FreedomPay

Manager, Technical Support

Philadelphia, PA · On-site

Lead, mentor, and develop a team of Technical Support Analysts, fostering a culture of accountability, collaboration, and customer service excellence. * Manage day-to-day support operations, ensuring ...

Ag

Manager, Technical Support

Bingen, WA · On-site

Encourage, mentor, and manage technical support team members (convey instructions, conduct annual performance reviews, etc.). * Establish cross-training and versatility within the team to maintain ...

Franklin Electric

Technical Support Engineer

Technical Support Engineer Department: Engineering Employment Type: Full Time Location: US - Remote ... mentorship, leadership programs, tuition reimbursement, one-on-one coaching and more! We offer ...

Airbus

Manager, Technical Support

Bingen, WA · On-site

Encourage, mentor, and manage technical support team members (convey instructions, conduct annual performance reviews, etc.). * Establish cross-training and versatility within the team to maintain ...

Epiroc

Technical Support Manager

Broomfield, CO · On-site

Support the growth and development of technical personnel through structured employee lifecycle activities, including coaching, mentoring, performance management, and succession planning aligned with ...

Cohesity

Technical Support Manager

Heathrow, FL · On-site

... mentor, and develop technical support engineers and emerging leaders - Influence leaders across the organization to drive alignment, collaboration, and shared success - Communicate effectively across ...

STAHL

Technical Support Manager

Washington, DC

Technical Support Manager WHO WE ARE: STAHL Companies provides the Program Management for its ... Mentor engineering teams and contribute to workforce development. *Position is contingent upon ...

Microsoft

Technical Support Engineering

Redmond, WA · On-site

Mentors others on AI-assisted troubleshooting, case quality, direction of the case, and learning ... Technical Support Engineering IC4 - The typical base pay range for this role across the U.S. is USD ...

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Technical Support Mentor information

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$14

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How much do technical support mentor jobs pay per hour?

As of Aug 14, 2026, the average hourly pay for technical support mentor in the United States is $26.05, according to ZipRecruiter salary data. Most workers in this role earn between $19.23 and $28.37 per hour, depending on experience, location, and employer.

What does a technical support mentor do?

Technical Support Mentors often split their time between directly assisting customers with technical issues and providing guidance to less experienced team members. This balance usually involves scheduled mentoring sessions, real-time coaching during support shifts, and reviewing tickets or calls to offer feedback. Mentors may also help develop training materials and facilitate group learning. Effective time management and clear communication are key to ensuring both customer needs and team development goals are met. Collaboration with supervisors and other mentors helps distribute workloads and maintain a supportive environment.

What are the key skills and qualifications needed to thrive as a technical support mentor?

To thrive as a Technical Support Mentor, you need in-depth technical troubleshooting abilities, strong knowledge of support processes, and prior experience in IT or customer service roles. Familiarity with ticketing systems like Zendesk or ServiceNow, remote support tools, and relevant certifications such as CompTIA A+ are highly beneficial. Excellent communication, patience, and leadership skills help you guide team members and foster a collaborative learning environment. These skills are vital for ensuring effective problem resolution, upskilling support staff, and maintaining high customer satisfaction.

What is a technical support mentor?

Technical Support Mentors are experienced professionals who guide and support technical support staff in resolving customer issues, improving technical skills, and following best practices. They provide coaching, feedback, and training to help team members develop their troubleshooting abilities and customer service skills. Technical Support Mentors often act as a bridge between frontline support agents and management, ensuring quality service and continuous professional development within the team.

What is the difference between Technical Support Mentor vs Technical Support Specialist?

AspectTechnical Support MentorTechnical Support Specialist
CredentialsTypically requires relevant certifications and experience in mentoring or trainingRequires technical certifications and hands-on support experience
Work EnvironmentOften in training settings, team development, or onboarding programsCustomer support centers, help desks, or technical service teams
Employer & Industry UsageUsed in companies focusing on employee development and trainingCommon in IT, telecom, and tech companies providing direct customer support

While both roles involve technical knowledge, a Technical Support Mentor focuses on training and guiding support staff, whereas a Technical Support Specialist handles direct customer issues. The mentor role emphasizes team development, while the specialist role emphasizes problem resolution.

More about Technical Support Mentor jobs

What job categories do people searching Technical Support Mentor jobs look for?

The top searched job categories for Technical Support Mentor jobs are:

Technical Support Mentor jobs near you
Infographic showing various Technical Support Mentor job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 73% Full Time, 21% Part Time, and 5% Contract. Highlights an 91% Physical, 2% Hybrid, and 7% Remote job distribution, with an average salary of $54,179 per year, or $26 per hour.

Manager, Technical Support

FreedomPay

Philadelphia, PA • On-site

Full-time

Medical, Dental, Vision, Life, Retirement

Posted 25 days ago

Job description

The FreedomPay Commerce Platform is the technology of choice for many of the largest companies across the globe in retail, hospitality, lodging, gaming, sports and entertainment, foodservice, education, healthcare and financial services. FreedomPay's technology has been purposely built to deliver rock solid performance in the highly complex environment of global commerce. The company maintains a world-class security environment and was first to earn the coveted validation by the PCI Security Standards Council against Point-to-Point Encryption with EMV standard in North America. FreedomPay's robust solutions across payments, security, identity and data analytics are available in-store, online and on-mobile and are supported by rapid API adoption. The award winning FreedomPay Commerce Platform operates on a single, unified technology stack across multiple continents allowing enterprises to deliver a consistent, repeatable experience on a global scale. FreedomPay is a fast paced, high growth company with a great culture with competitive benefits and compensation with a business casual atmosphere.
The Manager, Technical Support is responsible for leading and developing FreedomPay's Technical Support team in a fast-paced, customer-focused, 24/7 payments environment. This role oversees the daily operation of the support function, ensuring timely resolution of customer issues, operational excellence, and a high standard of service delivery. The Manager will partner closely with internal teams and external customers to support a complex ecosystem that includes payment gateways, web portals, point-of-sale integrations, payment devices, hospitality and retail systems, and merchant-facing applications.
This leader will drive continuous improvement, establish and maintain support processes, coach and develop team members, and provide escalation management for critical customer issues. The ideal candidate understands the demands of supporting a mission-critical, always-on platform and is comfortable leading teams that operate in a 24/7 support environment.
Key Responsibilities
  • Lead, mentor, and develop a team of Technical Support Analysts, fostering a culture of accountability, collaboration, and customer service excellence.
  • Manage day-to-day support operations, ensuring service levels and customer expectations are consistently met.
  • Act as an escalation point for complex technical and customer issues, coordinating resolution efforts across teams.
  • Monitor support performance, identify trends, and drive operational improvements to enhance efficiency and service quality.
  • Establish, maintain, and improve support processes, procedures, and knowledge management resources.
  • Partner with Product, Engineering, Operations, and Customer Success teams to address recurring issues and improve the customer experience.
  • Ensure the team is prepared to support FreedomPay's highly available, 24/7 payments platform and related technologies.
  • Support staffing, scheduling, workforce planning, and on-call coverage as needed.
  • Provide regular reporting and updates on team performance, customer issues, and operational metrics.
  • Promote a customer-first mindset while maintaining a strong focus on operational excellence and continuous improvement.

Requirements
  • Bachelor's degree from an accredited university.
  • 5+ years of technical support, help desk, software support, or related experience.
  • 2+ years of experience leading, mentoring, or managing technical support professionals.
  • Experience supporting customers in a 24/7 operational environment, preferably within payments, financial technology, SaaS, hospitality, or retail technology.
  • Experience supporting, configuring, or troubleshooting POS and PMS systems such as Micros, Opera, Aloha, or InfoGenesis.
  • Experience with payment processing, payment gateways, financial services, or related technologies.
  • Demonstrated experience managing escalations and driving resolution of complex technical issues.
  • Strong investigation, diagnostic, and problem-solving skills.
  • Experience developing and improving support processes, documentation, and knowledge base resources.
  • Excellent written and verbal communication skills; Spanish language skills are a plus.
  • Strong leadership, coaching, and team development abilities.
  • Ability to thrive in a fast-paced environment and effectively manage competing priorities.
  • Willingness to support and lead within a 24/7 operational model and participate in after-hours escalations when necessary.
  • Some travel may be required.

As the fastest growing commerce company in the industry, we offer the opportunity for tremendous upward mobility within the company as well as development and professional growth opportunities. FreedomPay's fulltime roles provide exceptional benefits including medical, prescription, dental and vision coverage, Life Insurance, Retirement Plans with company match, commission sharing plan, flexible hybrid working environment, and great parental and other leave programs. All positions must be able to successfully pass a background check as well as a credit check.
FreedomPay is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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