Technical Support Manager
18 hours ago
Jericho
Technical Support Manager Forward Thinking Systems · Fort Myers, FL · Full-Time · Hybrid (2+ days/week in office; more during onboarding, rollouts, and major escalations) Reports to: VP of Operations About FTS Forward Thinking Systems builds fleet management software, GPS tracking, ELD/mobile compliance, FleetCam video telematics, and DriveShield driver-safety workflows for commercial, enterprise, and government fleets. We support hundreds of thousands of active devices across thousands of customers through IntelliHub, FleetCam, Field Warrior, and related connected products. The Role We're hiring a Technical Support Manager to own customer support operations across our Fort Myers and Poland teams. The support surface is broad: hardware, software, mobile apps, ELD workflows, cameras, GPS, cellular connectivity, configuration, and customer integrations. This is not a passive oversight role. Expect to stay close to the work — calls, tickets, escalations, playbooks, coaching, floor time in Fort Myers, and quarterly visits to Poland so both teams operate from one standard. If you like solving messy technical problems, can reset a tense customer conversation, and can build the SOP that prevents the next repeat issue, you'll probably like this role. What You'll Own • Support operations for a combined US + Poland team: Tier 1 through Tier 3 routing, coverage planning, scheduling, capacity, and ramp., • Diagnostics and escalation as the senior technical point on complex or high-severity issues, including escalation rules, RCAs, and post-incident reviews., • Customer communication and de-escalation — coaching the team and stepping in directly when a relationship needs senior attention., • Knowledge base, playbooks, and call scripts, both internal and customer-facing, kept current as the product evolves., • Training and certification for Tier 1 through Tier 3, with regular calibration so both teams handle similar issues to the same standard., • Quality and metrics: CSAT, SLA attainment, first-contact resolution, average handle time (AHT), ticket aging, backlog health, abandoned call rate, and QA scorecards., • Support tooling across ticketing, telephony, knowledge base, issue tracking, and reporting. Our stack is largely homegrown; you don't need to know our tools on day one, but you do need to know how support systems should work., • Cross-functional partnership with Sales, Engineering, Product, Configuration/Implementation, and Billing — surface bug trends, remove repeat friction, and prepare Support before new features ship. What Success Looks Like (First 6 Months) • US and Poland teams operate from one shared playbook with consistent triage, escalation, and QA standards., • Severity levels, escalation owners, and after-hours rules are documented and in use., • A QA program is running, with coaching scorecards reviewed weekly., • The knowledge base reflects current product reality, and Tier 1 deflection improves., • Leadership can see the top issue drivers, what's being done about each, and what staffing or product changes you recommend next. What You Bring Required • 5+ years in technical support, including 2+ years managing a support team in B2B SaaS, IoT, telematics, fleet/logistics tech, or another complex product environment., • Direct ownership of at least two of: escalation framework, QA program, knowledge base/training program, support KPI reporting, or distributed-team operating cadence., • Real diagnostic ability. You can work through an unfamiliar issue and isolate whether the problem is hardware, software, connectivity, configuration, installation, integration, or user workflow. You don't punt., • Strong escalation judgment. You can stay calm with a frustrated customer, explain hard news clearly, keep ownership, and rebuild trust., • Comfort with complex SaaS products — multi-component platforms with hardware, web, mobile, APIs, and integrations., • Track record building scalable processes: escalation frameworks, knowledge bases, training programs, QA standards, and SOPs., • Strong written and verbal communication. You can write a clean RCA, a usable playbook, and an email a frustrated customer actually wants to read., • Willing and able to be on-site in Fort Myers, FL at least 2 days/week, with additional on-site time during onboarding, training rollouts, and major escalations., • Willing and able to travel internationally up to quarterly, including to Poland, and to obtain or maintain required travel documentation. Strongly Preferred • Experience leading people across locations or time zones., • Background in fleet management, telematics, GPS tracking, dashcams, ELD compliance, or hardware + software support environments., • Experience with support tooling — ticketing/CRM, telephony/call recording, knowledge base, issue tracking, and reporting., • Experience using automation or AI to improve support quality and speed., • Experience producing executive-level reporting and using data to justify headcount or process changes. What FTS Offers • Direct access to technical, hands-on leadership., • Real ownership of the support operating model — standardize what works, improve what exists, and build the pieces that are missing., • Two teams across two countries. Real scope, real impact., • Health, dental, vision, 401(k), and PTO. How to Apply Apply through LinkedIn or send a resume and a short note to careers@ftsgps.com describing one support process you built or fixed — and what changed because of it. Forward Thinking Systems is an Equal Opportunity Employer. We consider qualified applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status.