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Tier 2 Technical Support Supervisor Jobs (NOW HIRING)

OBXtek Inc.

Tier 2 APR Technical Support

Washington, DC · On-site

$42K - $53K/yr

Responsibilities OBXtek is staffing for a Tier 2 Advanced Problem Resolution (APR) IT Support ... This role provides in-depth technical support for hardware, software, networking, and account ...

Rentvine

Technical Support Analyst (Tier 2)

Estero, FL · On-site +1

Rentvine is unable to provide employment sponsorship now or in the future for this position. #LI-Onsite #LI-Remote About the Role The Technical Support Analyst (Tier 2) is a senior individual ...

INTEGRATED IT GROUP LLC

Be Seen First

Technical Support Engineer - Tier 2

Cleveland, OH · On-site

$65K - $75K/yr

Minimum 5 years' experience troubleshooting in a technical support role * Minimum 1 year of experience in an escalation or Tier 2 support role * Proven ability to manage multiple concurrent tasks and ...

AssetWorks LLC

Technical Support Representative

Tier 1 Support Analysts, Tier 2 Technical Support Representatives, and Tier 3 Technical Support Representatives. All three teams collaborate to support the customer base and many of the job duties ...

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All JobsTier 2 Technical Support Supervisor Jobs

Tier 2 Technical Support Supervisor information

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$29.5K

$85.9K

$147.5K

How much do tier 2 technical support supervisor jobs pay per year?

As of Jun 13, 2026, the average yearly pay for tier 2 technical support supervisor in the United States is $85,913.00, according to ZipRecruiter salary data. Most workers in this role earn between $65,000.00 and $104,000.00 per year, depending on experience, location, and employer.

What are Tier 2 Technical Support Supervisors?

Tier 2 Technical Support Supervisors are professionals who manage and oversee the activities of Tier 2 technical support teams within an organization. They handle escalated technical issues that require more advanced troubleshooting than what Tier 1 support can provide, ensure effective resolution of complex problems, and maintain a high level of customer satisfaction. Additionally, they are responsible for training and mentoring support staff, developing support processes, and coordinating with other departments to resolve persistent or critical technical issues.

What is the difference between Tier 2 Technical Support Supervisor vs Tier 1 Technical Support Specialist?

AspectTier 2 Technical Support SupervisorTier 1 Technical Support Specialist
CredentialsTypically requires relevant certifications (e.g., CompTIA, Microsoft) and experience in technical supportEntry-level certifications or none required; focus on basic technical knowledge
Work EnvironmentSupervisory role overseeing Tier 1 staff, handling escalations, and ensuring qualityFrontline support, assisting customers with common issues
Employer & Industry UsageUsed in IT, telecom, and tech companies for team leadership rolesCommon in customer service centers and help desks across industries

The main difference is that the Tier 2 Technical Support Supervisor manages and oversees Tier 1 specialists, handling escalations and ensuring support quality, while the Tier 1 Technical Support Specialist provides direct customer support for basic technical issues. The supervisor role requires more experience and leadership skills, whereas the specialist focuses on initial troubleshooting.

What are the key skills and qualifications needed to thrive as a Tier 2 Technical Support Supervisor, and why are they important?

To thrive as a Tier 2 Technical Support Supervisor, you need advanced troubleshooting abilities, strong technical knowledge of networked systems, and experience in IT support, often supported by a bachelor’s degree or relevant certifications like CompTIA, Cisco, or Microsoft. Familiarity with ticketing systems, remote diagnostic tools, and IT service management platforms is typically required. Excellent communication, leadership, and conflict resolution skills help manage teams and ensure customer satisfaction. These skills and qualities are vital for maintaining service quality, efficiently resolving escalated issues, and leading technical support teams effectively.

How does a Tier 2 Technical Support Supervisor typically balance managing their team and handling complex technical escalations?

As a Tier 2 Technical Support Supervisor, you will often split your time between overseeing your team’s daily activities and directly addressing more complex technical issues that have been escalated from Tier 1 support. Effective supervisors set clear priorities, ensuring team members have the guidance and resources they need, while also remaining available to step in on challenging cases that require deeper expertise. This dual responsibility requires strong organizational skills and the ability to communicate effectively with both staff and higher-level engineers. Supervisors frequently collaborate with other departments, such as engineering or product teams, to resolve persistent issues and improve support processes.
More about Tier 2 Technical Support Supervisor jobs
What job categories do people searching Tier 2 Technical Support Supervisor jobs look for? The top searched job categories for Tier 2 Technical Support Supervisor jobs are:
Tier 2 Technical Support Supervisor jobs near you
Technical Support Representative, Tier 2

Technical Support Representative, Tier 2

Groove Technology Solutions

Salt Lake City, UT

Full-time

Medical, Dental, Vision, Retirement

Posted 29 days ago

Job description

Overview of the Role

We are seeking a skilled and customer-focused Technical Support Representative to join our Technical Support team in a hybrid support role focused on both Tier 2 Network Support and Tier 1 Video Support. This position is responsible for supporting external customers with wired and wireless networking environments, as well as troubleshooting residential and business video services.

The ideal candidate will possess strong technical troubleshooting abilities, excellent communication skills, and a customer-first mindset. This individual will work to quickly diagnose and resolve technical issues while minimizing downtime and delivering a high-quality customer experience.

The first few months training will be conducted in our Midvale Utah office during normal hours. Once training is completed the regular shift for this position is remote Monday - Friday 4pm - 1am MST.

What You’ll Do

  • Tier 2 Network Support
    • Resolve escalated Tier 1 support cases involving LAN, WAN, and WLAN connectivity issues.
    • Troubleshoot and support IP-based technologies, including wired and wireless networks, video surveillance systems, and VoIP/phone services.
    • Diagnose and resolve issues involving routers, switches, access points, firewalls, and other networking equipment.
    • Identify and remediate wireless network performance issues such as latency, packet loss, and interference.
    • Assist customers with network device configuration, setup, and troubleshooting.
    • Perform firmware upgrades, configuration backups, and restoration procedures.
    • Accurately document and track support cases in Salesforce, including detailed troubleshooting notes and resolution steps.
    • Serve as a knowledgeable technical resource by providing accurate product and service information.
    • Support customers through phone, email, online chat, and other communication channels.
    • Professionally de-escalate customer concerns and drive issues toward resolution.
    • Maintain and update customer account information with accuracy and urgency.
  • Tier 1 Video Support
    • Provide first-level technical support for video service-related issues in a professional and timely manner.
    • Troubleshoot common video service problems, including signal loss, audio/video quality issues, equipment errors, and service setup concerns.
    • Guide customers through basic troubleshooting steps and determine when escalation or technician dispatch is necessary.
    • Create, manage, and maintain service tickets with clear and accurate documentation.
    • Update customer accounts, service packages, and programming as needed.
    • Clearly communicate service issues, expected timelines, resolutions, and any associated costs to customers.
    • Follow up with customers to confirm issue resolution and overall satisfaction.

What You Bring

  • Must Haves
    • Technical Skills & Experience
      • Strong understanding of networking fundamentals, including switches, Ethernet, internet connectivity methods, and wireless technologies.
      • Experience configuring and troubleshooting networking equipment from vendors such as Ruckus, MikroTik, Aruba, Cisco, and Ubiquiti.
      • Familiarity with residential or commercial video service troubleshooting is preferred.
      • Strong analytical troubleshooting and problem-solving abilities.
      • Excellent documentation and case management skills.
    • Professional Skills
      • Strong written, verbal, and interpersonal communication skills.
      • Ability to remain calm, professional, and customer-focused in high-pressure situations.
      • Self-motivated with strong organizational skills and attention to detail.
      • Resourceful and persistent with a commitment to delivering timely resolutions.
      • Ability to work independently while collaborating effectively within a team environment.
  • Nice-to-Have
    • CWNA (Certified Wireless Network Administrator)
    • MTCNA / MTCRE (MikroTik Certifications)
    • CompTIA Network+

Why You’ll Love It Here

  • Compensation starting at $50,000/yr, DOE
  • Brand-new office in Midvale, stocked kitchen, onsite gym & Peloton
  • Wellness perks including an onsite masseuse and mental health support
  • Robust benefits package: medical, dental, vision, pet insurance, 401(k) match
  • A culture that values innovation, growth, and having fun while doing it

Who We Are

We’re revolutionizing hospitality tech, offering everything from DIRECTV and Wi-Fi to video surveillance and energy management. Named a Top Workplace and one of the Fastest Growing Companies in Utah, we’re proud of our people-first culture and commitment to innovation. If you're ready to grow your career in a company that values excellence, join us in shaping the future of hospitality technology.