The Technical Support Escalations Supervisor oversees the resolution of complex, high-priority technical issues that cannot be resolved by frontline support teams. This role acts as the escalation point for unresolved or sensitive cases, coordinating with engineering, product, QA and other departments to ensure timely and accurate solutions. This role involves monitoring case progress, providing technical guidance, communicating updates to stakeholders, and identifying trends to prevent recurring issues. This role combines strong technical expertise with leadership and problem-solving skills to maintain service quality, protect customer relationships, and drive process improvements.

• Supervise, coach, and develop Team Leaders who oversee frontline Technical Support agents.
• Lead the escalation process for unresolved or complex technical issues, ensuring timely and effective resolution.
• Monitor escalated case queues, identify bottlenecks, and ensure SLA compliance and documentation accuracy.
• Drive structured root cause analysis and corrective actions for recurring customer issues.
• Maintain deep technical knowledge across hardware, software, networking, and POS peripherals.
• Partner with Engineering and QA teams to escalate bugs, validate fixes, and improve technical workflows.
• Establish and enforce case documentation standards, technical troubleshooting procedures, and knowledge base accuracy.
• Deliver ongoing training and coaching to improve the team’s diagnostic capabilities and customer communication.
• Manage on-call rotation schedule and support coverage planning.
• Other duties as assigned.

Education and Formal Training:
• Bachelor’s degree required (technical or engineering discipline preferred).
• 5+ years of experience in Technical Support, Help Desk, or Customer Support roles, with at least 2 years in a supervisory or escalation handling role.
• The following certifications are a plus:

ITIL Foundation Certification – strongly preferred; demonstrates understanding of incident management, change management, and service operations best practices.
CompTIA A+ or Network+ – preferred for hardware/network troubleshooting knowledge.
HDI Support Center Supervisor or Team Lead Certification – a plus for support leadership credentials.
Linux+ Certification – preferred for command line and system-level troubleshooting experience.
Salesforce Administrator Certification (or similar CRM platform certification) – advantageous for understanding case workflow, reporting, and configuration.

Experience:
• LAN & Operating Systems Knowledge.
• 5+ years’ experience in environments supporting hardware/software troubleshooting, customer case documentation, and operational analysis.
• Prior experience in a team lead or supervisory role leading people and small technical support teams.
• Knowledge of external Point of Sale Systems and peripherals such as barcode scanners, receipt printers, credit card swipes and touchscreen monitors desired, not required.
• Proficient with Microsoft Office Suite or related software.
• Ability to stay calm under pressure.
• Clear, diplomatic communication skills for dealing with frustrated customers and senior executives.

Sonny's Enterprises is the world's largest manufacturer of conveyorized car wash equipment, parts, and supplies. We are the industry leader, recognized and awarded by the International Car Wash Association for innovating new technologies to advance the industry with products proudly designed and built in the USA. Our culture thrives on finding new and better ways to accelerate what’s next. We embrace change and the opportunity it produces to maximize the potential of our most valuable resource — our PEOPLE! We invite you to explore our opportunities and grow your career with us.

We offer 100% employer paid medical plan. Other optional benefit programs are available to our employees and their families which include: 401(k) match, additional medical plans, dental, vision, flex spending account, short-term and long-term disability & life insurance coverage.

EEO Statement

Equal Opportunity Employer

Sonny’s is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.

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