📍 Job Overview

Job Title: Supervisor Technical Support
Company: Dexcom
Location: Vilnius, Lithuania
Job Type: Hybrid (On-site & Remote)
Category: Customer Support & Service
Date Posted: 2025-07-01
Experience Level: 5-10 years
Remote Status: On-site with remote flexibility

🚀 Role Summary

Lead and motivate a technical support team to deliver exceptional customer experiences for Dexcom's continuous glucose monitoring products.
Manage support channels, meet service level agreements, and contribute to employee retention and development.
Collaborate with internal and external stakeholders to ensure high-quality support and successful product launches.
Utilize strong operational management skills, technical expertise, and leadership abilities to drive team success.

📝 Enhancement Note: This role requires a balance of technical proficiency, strong communication skills, and effective leadership to ensure high-quality customer support and team success.

💻 Primary Responsibilities

Team Leadership & Management: Lead, coach, and develop a team of technical support specialists to ensure high-quality customer interactions and meet service level agreements.
Channel Management: Oversee the operations of various support channels (voice, web self-service, chat, email, social media) to ensure SLA targets are met.
Performance Monitoring & Reporting: Monitor team performance, generate reports, and provide action plans to meet performance standards and improve service effectiveness.
Employee Lifecycle Management: Handle the full employee lifecycle, including hiring, onboarding, career development, retention, engagement, and termination.
Process Improvement: Continuously improve support processes by analyzing data, suggesting opportunities for improvement, and implementing system changes.
Stakeholder Collaboration: Establish and maintain productive relationships with various departments, external agencies, and leadership to improve communication and reduce cycle time.
Customer Support: Provide direct support to customers as needed, responding to escalations and contributing to workload queues when service levels have been exceeded.

🎓 Skills & Qualifications

Education: Bachelor's degree in a relevant field or equivalent experience.

Experience:

Proven experience (5-8 years) in high-volume customer contact environments, with a focus on technical support or a similar role.
Demonstrated leadership and management skills, including team coaching and development.
Experience in operational management, process improvement, and data analysis.
Strong communication skills, both written and verbal, in English; a second European language is a plus.
Proficiency in troubleshooting operating systems (Windows/Mac), mobile apps (iOS/Android), and cloud-based reporting systems.
Experience with continuous improvement principles and Lean methodologies is advantageous.

Required Skills:

Leadership and management skills
Strong operational management skills
Excellent communication skills
Technical troubleshooting skills
Data analysis and reporting skills
Process improvement mindset
Stakeholder management and collaboration skills

Preferred Skills:

Experience with customer relationship management (CRM) software
Familiarity with the healthcare industry or medical devices
Knowledge of customer service metrics and key performance indicators (KPIs)

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: €2,953.75 - €3,648.75 gross per month (final offer will depend on qualifications, competencies, and professional experience)

Benefits:

Health Insurance, including reduced premiums available for dependents
Life and Accident Insurance
3rd Pillar Private Pension plan
Health and Wellness programs, including access to online coaching and therapy sessions
Fertility, Family forming, Menopause and Men's health support services
Regular team-building events
Training and career development programs
Exclusive discounts on various services and products
Access to a fitness tracking app with rewards for staying active
Free parking space at the city center office location

Working Hours: 40 hours per week, with flexible hours on a rotating schedule, including evenings, holidays, and weekends.

🎯 Team & Company Context

🏢 Company Culture

Industry: Dexcom is a global leader in continuous glucose monitoring (CGM) and is expanding its vision beyond diabetes to empower people to take control of their health. The company is driven by its mission to improve human health through innovative biosensing technology experiences.

Company Size: Dexcom is a large corporation with a global presence, employing thousands of ambitious and passionate people worldwide. This role is part of the Dexcom Global Business Services (GBS) facility in Vilnius, Lithuania.

Founded: 1999 (as TheraSense; renamed Dexcom in 2001)

Team Structure:

The technical support team consists of specialists who handle customer inquiries and troubleshoot issues related to Dexcom's products.
The team is led by a supervisor who reports directly to the Manager of Technical Support.
The team works closely with various departments, including Product, Engineering, Marketing, and Sales, to ensure high-quality customer support and successful product launches.

Development Methodology:

The team follows a structured, process-driven approach to customer support, focusing on quality, efficiency, and continuous improvement.
Agile methodologies are employed to manage workloads, prioritize tasks, and ensure timely resolution of customer issues.
The team uses various tools and software to track customer interactions, manage cases, and monitor performance metrics.

Company Website: Dexcom

📝 Enhancement Note: Dexcom's company culture is characterized by its commitment to innovation, customer focus, and continuous improvement. The company values diversity, inclusion, and collaboration, fostering a work environment that encourages creativity and results-driven teamwork.

📈 Career & Growth Analysis

Web Technology Career Level: This role is a supervisory position within the technical support function, requiring a balance of technical proficiency, strong communication skills, and effective leadership. The ideal candidate will have a proven track record in high-volume customer contact environments and informal management or team lead experience.

Reporting Structure: The Supervisor Technical Support reports directly to the Manager of Technical Support and is responsible for leading and managing a team of technical support specialists.

Technical Impact: The technical support team plays a pivotal role in ensuring high-quality customer experiences and driving customer satisfaction. The supervisor's technical expertise and leadership skills are crucial in maintaining high service standards, troubleshooting complex issues, and contributing to process improvements.

Growth Opportunities:

Career Progression: With strong performance and demonstrated leadership skills, there may be opportunities to progress to management or leadership roles within the technical support function or other areas of the business.
Technical Skill Development: The role offers opportunities to develop technical skills in troubleshooting Dexcom's products, learning about new technologies, and staying up-to-date with industry trends.
Cross-Functional Collaboration: Working closely with various departments provides opportunities to gain exposure to different aspects of the business and develop a well-rounded understanding of the company's operations.

📝 Enhancement Note: Career growth opportunities at Dexcom are driven by strong performance, demonstrated leadership skills, and a commitment to continuous learning and improvement. The company values internal promotions and provides training and development programs to support employee growth.

🌐 Work Environment

Office Type: Dexcom's Vilnius GBS facility offers a modern, well-equipped office space with a hybrid working model, allowing employees to work both remotely and on-site.

Office Location(s): Vilnius, Lithuania

Workspace Context:

The technical support team works in an open-plan office environment, with dedicated workstations and shared spaces for collaboration and team meetings.
The office is equipped with state-of-the-art technology, including high-speed internet, advanced communication tools, and ergonomic workstations.
The workspace is designed to foster collaboration, creativity, and productivity, with a focus on employee well-being and comfort.

Work Schedule: The role requires flexible hours on a rotating schedule, including evenings, holidays, and weekends, to ensure adequate staffing and exceptional responsiveness in all activities.

📝 Enhancement Note: Dexcom's work environment is designed to support employee productivity, collaboration, and work-life balance. The company offers a hybrid working model, providing employees with the flexibility to work both remotely and on-site.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief phone or video call to assess communication skills, cultural fit, and basic qualifications.
Behavioral Interview: A structured interview focused on past performance, problem-solving skills, and leadership potential.
Role-Play/Case Study: A practical exercise simulating real-life customer support scenarios to evaluate technical skills, problem-solving abilities, and customer focus.
Final Interview: A meeting with the hiring manager or panel to discuss the candidate's fit for the role, address any remaining questions, and make a final hiring decision.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation: (N/A for this role)

ATS Keywords: (N/A for this role)

📝 Enhancement Note: The interview process for the Supervisor Technical Support role at Dexcom is designed to assess the candidate's technical skills, leadership potential, and cultural fit. The process focuses on behavioral-based questions, role-play exercises, and practical scenarios to evaluate the candidate's ability to thrive in a high-volume customer contact environment.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Web Development Values: (N/A for this role)

Collaboration Style:

Cross-Functional Integration: The technical support team works closely with various departments, including Product, Engineering, Marketing, and Sales, to ensure high-quality customer support and successful product launches.
Code Review Culture: The team follows a structured, process-driven approach to customer support, focusing on quality, efficiency, and continuous improvement.
Knowledge Sharing: Team members are encouraged to share their expertise and learn from one another to improve overall performance and customer satisfaction.

📝 Enhancement Note: Dexcom's team culture is characterized by its commitment to collaboration, knowledge sharing, and continuous improvement. The company values diversity, inclusion, and a customer-focused approach to drive high-quality customer experiences and business success.

⚡ Challenges & Growth Opportunities

Technical Challenges:

High-Volume Customer Contact: Managing a high volume of customer inquiries and troubleshooting issues efficiently and effectively.
Complex Technical Issues: Resolving complex technical problems related to Dexcom's products, requiring strong troubleshooting skills and technical expertise.
Process Improvement: Identifying opportunities for process improvement and driving change to enhance customer satisfaction and operational efficiency.
Stakeholder Management: Collaborating with various departments and external agencies to ensure high-quality customer support and successful product launches.

Learning & Development Opportunities:

Technical Skill Development: Enhancing technical skills in troubleshooting Dexcom's products, learning about new technologies, and staying up-to-date with industry trends.
Leadership Development: Developing leadership skills through team management, coaching, and mentoring opportunities.
Cross-Functional Collaboration: Gaining exposure to different aspects of the business by working closely with various departments and contributing to company-wide projects.

📝 Enhancement Note: The Supervisor Technical Support role at Dexcom presents unique challenges and growth opportunities, requiring strong leadership skills, technical expertise, and a commitment to continuous learning and improvement. The role offers opportunities to develop technical skills, drive process improvements, and contribute to the company's success.

💡 Interview Preparation

Technical Questions:

Behavioral-Based Questions: Prepare for questions focused on past performance, problem-solving skills, and leadership potential, such as:
- Describe a time when you had to handle a difficult customer and how you resolved the issue.
- How have you handled a situation where you had to meet a tight deadline or work under pressure?
- Can you give an example of a time when you had to make a difficult decision and how you approached it?
Role-Play/Case Study Scenarios: Practice common customer support scenarios and troubleshooting techniques to demonstrate your technical skills and problem-solving abilities.

Company & Culture Questions:

Research Dexcom's mission, values, and company culture to demonstrate your understanding of the organization and your fit within the team.
Prepare questions for the interviewer to show your interest in the role and the company, such as:
- What are the biggest challenges facing the technical support team currently, and how can this role contribute to addressing them?
- How does this role support Dexcom's mission to improve human health through innovative biosensing technology experiences?

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: The interview process for the Supervisor Technical Support role at Dexcom focuses on behavioral-based questions, role-play exercises, and practical scenarios to evaluate the candidate's technical skills, leadership potential, and cultural fit. Preparation should focus on demonstrating strong communication skills, problem-solving abilities, and a customer-focused approach.

📌 Application Steps

To apply for this Supervisor Technical Support position at Dexcom:

Submit your application through the application link provided in the job posting.
Review the job description and requirements thoroughly to ensure you meet the qualifications and understand the role's expectations.
Prepare for the interview process by practicing common customer support scenarios, troubleshooting techniques, and behavioral-based questions.
Research Dexcom's mission, values, and company culture to demonstrate your understanding of the organization and your fit within the team.
Prepare questions for the interviewer to show your interest in the role and the company.
Follow up after the interview to express your appreciation for the opportunity and reiterate your interest in the role.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Supervisor Technical Support