Technical Support Manager

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Schedule: Monday - Friday, 8:00AM-4:30PM

Salary: $75,000-$100,000 annually, based on experience

Location: Rochester, NY

Position Overview:

The Manager, Inside Support leads OGP’s internal technical support function—serving as the “brain” of service operations by resolving issues remotely, accelerating first-contact resolution, and maintaining a strong, continuously evolving technical knowledge base.

This role manages the Product Support Team and oversees the Document Management / Technical Writing function to ensure solutions are captured, standardized, and leveraged to improve future response efficiency. The Manager acts as the primary escalation point for complex issues and serves as the critical liaison between customers and factory teams for higher-level technical and design-related challenges.

The role is accountable for reducing unnecessary onsite service through effective remote troubleshooting, structured triage, and strong knowledge management practices. This Manager’s primary goal is to maximize first-contact resolution while building and maintaining a high-quality, scalable technical knowledge base.

Role and Responsibilities:

Inside Support Leadership (“The Brain”)

• Lead, coach, and develop the Product Support Team to deliver high-quality technical support with a strong emphasis on first-contact resolution.
• Establish and manage performance metrics (e.g., first-contact resolution, response times, backlog, repeat issues, customer satisfaction).
• Foster a disciplined, structured troubleshooting approach across the team.
• Build a culture of accountability, continuous learning, and knowledge sharing.

Remote Troubleshooting & Issue Resolution

• Ensure technical issues are resolved remotely whenever possible using phone, video, and digital tools (e.g., TeamViewer or similar platforms).
• Drive consistent triage practices to diagnose issues efficiently and determine appropriate next steps.
• Serve as an escalation point for complex or high-impact technical challenges.
• Ensure thorough documentation of issues, root causes, and resolutions to support repeatability and efficiency.

Expert Liaison (Customer ? Factory)

• Act as the primary bridge between customers/representatives and internal teams (engineering, optics, applications, product development) for complex or design-level issues.
• Translate customer issues into clear technical problem statements for internal teams.
• Communicate solutions back in a way that is clear, actionable, and customer-friendly.
• Ensure timely resolution and proactive communication on escalated cases.

Documentation Management & Knowledge Development

• Lead the Document Management / Technical Writing function.
• Ensure support solutions are translated into high-quality documentation, including manuals, troubleshooting guides, FAQs, and knowledge base articles.
• Maintain accuracy and consistency of all service-related documentation.
• Establish standards and processes for documentation creation, updates, and governance.

Customer-Facing Knowledge Portal

• Drive the development and continuous improvement of a customer-facing knowledge portal.
• Ensure content is structured, searchable, and aligned to reduce inbound support volume.
• Prioritize content development based on support trends, frequent issues, and customer needs.
• Partner cross-functionally to maintain relevance and usability of the portal.

Continuous Improvement & Operational Insights

• Analyze support data (tickets, repeat issues, escalation trends) to identify improvement opportunities.
• Implement process improvements to reduce recurring issues and improve response efficiency.
• Develop and maintain SOPs for troubleshooting, escalation, and documentation practices.
• Stay current with best practices in technical support and knowledge management.