American Innovations · 13 hours ago
Technical Support Supervisor
Austin, TX
Full-time
Onsite
Mid, Senior LevelAmerican Innovations is a company that provides compliance solutions to oil and gas professionals. The Technical Support Supervisor is responsible for overseeing the operations of the Technical Support team, ensuring service level agreements are met and improving operational efficiencies through effective management of tools and workflows.
Artificial Intelligence (AI)EnergyInformation TechnologyOil and GasRisk Management
No H1B
Responsibilities
Overseeing the day-to-day operations of the Technical Support team
Providing direct ownership of frontline execution, including queue health, agent performance, quality assurance, incident response, and operational reporting
Establishing consistent operational oversight to protect service level agreements, reduce ticket backlog growth, and limit costly escalations and rework
Proactive QA and incident management to reduce repeat issues, shorten resolution times, and mitigate customer and operational risk during high-impact events
Maintaining and improving Zendesk workflows and reporting
Accurate, timely reporting to enable leadership to make data-driven decisions related to staffing, capacity planning, and process improvements
Cross-functional planning with Product, Engineering, and IT; release readiness and post-release stabilization; support process standardization; forecasting and capacity modeling; and strategic initiatives related to tooling, automation, and scalability of the support organization
Remaining closely engaged in the tools, data, and daily operations to provide executional stability, risk reduction, and SLA protection
Qualification
Required
Proven experience in a technical or customer support environment, including a leadership, supervisory, or senior operational role
Deep, hands-on experience with Zendesk, including: Building and maintaining complex workflows (triggers, automations, views, macros). Developing and maintaining Zendesk Explore reports and dashboards. Designing reporting that supports SLA tracking, queue health, QA metrics, and trend analysis. Translating operational needs into scalable Zendesk configurations
Demonstrated ability to grow and mature Zendesk functionality over time, including improving reporting accuracy, workflow efficiency, and operational visibility
Experience owning day-to-day support operations, including queue management, backlog control, and SLA adherence
Strong quality assurance experience, including ticket reviews, coaching feedback, and trend identification
Hands-on incident management experience, including leading or coordinating response to customer-impacting incidents
Ability to analyze data and operational metrics to identify risks, inefficiencies, and improvement opportunities
Strong written and verbal communication skills, especially during escalations and incident response
Ability to operate independently, prioritize effectively, and make decisions in fast-paced or high-pressure situations
Preferred
Advanced Zendesk Explore experience, including custom metrics, calculated attributes, and multi-dataset reporting
Experience designing QA frameworks or scorecards within Zendesk
Familiarity with integrating Zendesk with other systems (CRM, monitoring tools, internal applications)
Experience supporting SaaS, hardware + software, or field-deployed systems
Experience working in environments with formal SLAs, KPIs, or compliance requirements
Basic SQL, data analysis, or scripting experience used to enhance reporting or operational insights
Experience supporting or improving on-call and after-hours incident response models
Familiarity with ISO, audit readiness, or formal support process documentation
Benefits
Medical, Dental, and Vision insurance
Company provided Life and Disability
401(k) plan with an employer match up to 4% with immediate vesting
Financial education courses
Tuition assistance
Lunch and Learns
Company
American Innovations
American Innovations (AI) has delivered proven compliance solutions to oil and gas pipeline professionals from the field to the office.
Founded in 1985
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Ed Kruft
President and CEO
Charlie Hampton
Retired
Recent News
Canada NewsWire
2025-09-10
2025-02-16
Company data provided by crunchbase