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Technical Support Mentor Jobs (NOW HIRING)

Omilia

Technical Support Manager

Lead the AMER support team. Run daily team calls to align on requests, blockers, priorities and ... Be the go-to expert and mentor: answer the team's toughest technical questions and level up their ...

Jobgether

Our partner is looking for a Technical Support Engineer based in Netherlands. This is an excellent ... Ability to mentor and support junior team members while promoting knowledge sharing and best ...

Keyfactor, Inc.

Technical Support Engineer

OR · Remote

Demonstrates strong working knowledge of supported products and underlying technologies, with the ability to mentor and assist peers. * Resolves advanced and non-routine technical issues within ...

OneRail

Technical Support Lead

Orlando, FL · On-site

This is a hands-on technical leadership role focused on advanced troubleshooting, team mentorship, and continuous improvement rather than formal people management. The Technical Support Lead serves ...

Litera

Manager, Technical Support

Concord, NC

... mentoring, and enablement plans Support onboarding of new hires, ensuring clarity on tools ... Technical Support, Professional Services, Engineering, Product, CloudOps, and Account Teams ...

Gigs

Technical Support Engineer

New York, NY

$150K - $180K/yr

Empower Tier 1 Support - Act as the safety net and mentor for our Tier 1 support team. You will unblock them on escalated tickets and provide the technical guidance they need to handle less complex ...

Generac

Technical Support Representative

Reno, NV · On-site

Mentor less experienced technical service representatives * Serve as technical expert for team and escalated calls * Advocate for product or document changes Minimum Job Requirements Education ...

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Technical Support Mentor information

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How much do technical support mentor jobs pay per hour?

As of Jun 12, 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.

How does a Technical Support Mentor typically balance mentoring responsibilities with day-to-day technical support tasks?

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 is the role of a technical mentor?

A technical support mentor guides and trains team members in troubleshooting technical issues, improving their skills, and understanding company tools and procedures. They often provide coaching, share best practices, and help develop technical competencies to ensure effective customer support.

How to become a tech mentor?

To become a technical support mentor, gain experience in technical troubleshooting and customer service, develop strong communication skills, and acquire relevant certifications if applicable. Mentors often have a background in IT, computer science, or related fields and may need to demonstrate leadership and teaching abilities. Building expertise in specific tools or platforms can also enhance your qualifications for mentoring roles.

What are the key skills and qualifications needed to thrive as a Technical Support Mentor, and why are they important?

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 are Technical Support Mentors?

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.

Is tech support in demand?

Technical support roles are in steady demand due to ongoing reliance on technology across industries. Skills in troubleshooting, customer service, and familiarity with tools like remote support software increase employability, and certifications such as CompTIA A+ can enhance job prospects.

What jobs pay $2000 a day?

High-paying jobs that can reach $2000 a day often include specialized roles such as senior technical support managers, IT consultants, or freelance experts with in-demand skills. These positions typically require extensive experience, certifications, or advanced technical knowledge, and may involve consulting, contract work, or leadership responsibilities in technology or engineering fields.
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 June 2026, with employment types broken down into 98% Full Time, 1% Part Time, and 1% Contract. Highlights an 90% Physical, 3% Hybrid, and 7% Remote job distribution, with an average salary of $54,179 per year, or $26 per hour.

Technical Support Manager

Omilia

Remote

Full-time

PTO

Posted 25 days ago

Job description

About Omilia
Omilia is a leader in enterprise Conversational and Agentic AI for customer experience. Recognized as a Leader in the 2025 IDC MarketScape for Worldwide General Purpose conversational AI and a Visionary in the 2025 Gartner Magic Quadrant for Conversational AI Platforms, we power voice and digital customer service for global enterprises in finance, insurance, healthcare, utilities and beyond. Our unified, self-learning platform spans voice and chat agents, authentication, fraud prevention, and agent assist, and completes customer service tasks with human-like understanding.
The Role
We are looking for a Senior Technical Support Manager to lead our AMER support team based in the USA & Costa Rica. This is a balanced people-and-technology role: you will lead a distributed support team handling tickets across the full Omilia Cloud Platform(OCP), while staying close enough to the technology to coach, unblock and contribute to technical decisions.
You will report into Technical Support leadership and partner with Product, Platform Operations, Professional Services and Customer Success across multiple regions.
What You'll Do
  • Lead the AMER support team. Run daily team calls to align on requests, blockers, priorities and customer escalations. Translate ambiguous customer issues into clear, feasible team goals and manage expectations with stakeholders.
  • Hire and onboard. Recruit, onboard and ramp new engineers on OCP. Contribute to the enhancement of the current structured onboarding plan that gets new hires productive on real tickets fast.
  • Develop people. Run 1:1s, performance reviews and growth conversations based on our current framework. Coach individual contributors toward senior and specialist tracks; address performance issues directly and fairly.
  • Own queue health and SLAs. Own SLAs across Severity 1 to Severity 4 for the Costa Rica queue. Monitor backlog, ageing tickets and Platinum-Customer health, and drive the team toward measurable improvements in response time, resolution time and CSAT.
  • Manage cross-region handoffs. Coordinate follow-the-sun handoffs with EMEA and APAC support teams. Set the standard for end-of-shift handover quality so no ticket loses momentum across regions.
  • Own customer communication during incidents. Incidents are led by the Platform team's Incident Managers. You are accountable for making sure the support team keeps customers informed and updated throughout the incident lifecycle.
  • Support key customer relationships. Serve as a senior point of contact within Technical Support for key accounts during incidents or ticket escalations, recurring reviews and QBRs. Build trust through clear, honest communication and consistent follow-through.
  • Run the knowledge and continuous-improvement loop. Drive the Omilia Service Desk knowledge base flow. Ensure recurring issues are converted into KB articles, reduce repeat tickets and feed the agentic service desk roadmap with real ticket signal.
  • Uphold compliance and security. Make sure the team handles customer data in line with PCI-DSS, SOC 2, ISO 27001, HIPAA and GDPR. Reinforce least-privilege access, careful logging practices and incident reporting discipline.
  • Stay hands-on and be the team's technical anchor. Maintain an in-depth understanding of OCP components - and how they interact under the hood. Be the go-to expert and mentor: answer the team's toughest technical questions and level up their debugging skills through collaborative pairing sessions, alongside the Technical Lead.
  • Drive deep troubleshooting and an exploratory mindset. Be integral part of application issue replication - build the app, hunt for triggers, isolate root causes; don't just take a user's word for it. Partner with engineers on high-complexity tickets, dive into logs and review proposed fixes for technical soundness and completeness. When documentation falls short, take an exploratory "what if" approach: probe how the platform behaves under stress or non-standard configurations to anticipate future edge cases.
  • Drive tooling and process improvement. Improve JSM workflows, automation and integrations between the service desk and OCP observability. Contribute to the Agentic Service desk rollout.

Requirements
What We're Looking For
  • 5+ years in technical support, with at least 2 years managing a support team of engineers.
  • Track record managing an enterprise support queue against SLAs in a high-severity, customer-facing environment.
  • Hands-on technical fluency in at least one of: conversational AI, IVR, NLP/ASR, contact-center platforms, cloud infrastructure or voice biometrics. Comfort reading logs, reproducing issues and reasoning about distributed systems.
  • Strong people-management instincts: setting feasible goals, mentoring, giving direct feedback, building trust, managing through ambiguity.
  • Excellent written and spoken English; able to communicate clearly with global customers and engineering teams.
  • Based in the AMER region, fully remote. Willing to either (a) commit to a daily four-hour overlap with our Athens team during the active shadowing phase of onboarding, or (b) accept the optional two-month relocation to Athens - whichever fits you best (see What We Offer for details).
Nice to Have
  • Experience with Atlassian Jira Service Management and building automation in JSM.
  • Experience working in a regulated environment (banking, healthcare, payments) and a working understanding of why compliance controls exist.
  • Familiarity with Omilia Cloud Platform or comparable conversational AI platforms.
  • Exposure to follow-the-sun support models and managing across timezones.
  • Spanish in addition to English.
What We Offer
In the short term - Onboarding
  • First 30 days: Focusing on direct collaboration and real exposure, not just self-paced material, the first phase of our onboarding is achieved by a balanced plan combining:
    • Structured OCP courses and exercises designed by our Academy team
    • Asynchronous shadowing of our internal communication channels (Slack, ticket queues, knowledge base), and
    • Working alongside the current AMER support team on real tickets to build hands-on experience from day one.
  • After day 30: Two paths, whichever fits you best (mutually exclusive):
    • Remote shadowing: active shadowing of our Athens team during a daily 14:00 - 18:00 EET/EEST (Athens time) overlap, lasting for two months to fully ramp on the technical detail. The rest of your day stays aligned to your local AMER working hours for management, customer work and other responsibilities.
    • Athens relocation (optional, two months): spend two months on-site in Athens for accelerated, in-person shadowing and onboarding. After the two months, you return to your home base in AMER.

In the long term
  • A senior leadership role on a fast-moving product that real enterprise customers depend on every day.
  • Direct ownership of a team and clear room to shape how technical support operates in our AMER.
  • A culture that rewards real results, honest communication, curiosity and tackling tough challenges.

Benefits
  • Fixed compensation;
  • Long-term employment with the working days vacation;
  • Development in professional growth (courses, training, etc);
  • Being part of successful cutting-edge technology products that are making a global impact in the service industry;
  • Proficient and fun-to-work-with colleagues;
  • Apple gear.

Omilia is proud to be an equal opportunity employer and is dedicated to fostering a diverse and inclusive workplace. We believe that embracing diversity in all its forms enriches our workplace and drives our collective success. We are committed to creating an environment where everyone feels welcomed, valued, and empowered to contribute their unique perspectives without regard to factors such as race, color, religion, gender, gender identity or expression, sexual orientation, national origin, heredity, disability, age, or veteran status, all eligible candidates will be given consideration for employment.

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