📍 Job Overview

• Job Title: Supervisor Technical Support
• Company: Dexcom
• Location: Vilnius, Lithuania (Remote - Lithuania)
• Job Type: Hybrid (On-site & Remote)
• Category: Customer Support & Services
• Date Posted: 2025-06-23
• Experience Level: 5-10 years
• Remote Status: Hybrid (On-site & Remote)

🚀 Role Summary

• Lead and mentor a technical support team, ensuring exceptional customer experiences for Dexcom's patients and users.
• Manage daily work schedules, provide call monitoring and coaching, and maintain high service quality and responsiveness.
• Collaborate with various departments, external agencies, and leadership to improve processes and communication.
• Contribute to continuous improvement initiatives, market launches, and operational outages management.

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

💻 Primary Responsibilities

• Team Leadership & Management:

  • Hire, onboard, develop, and retain technical support team members.
  • Monitor and coach team performance, ensuring service level goals and quality targets are met.
  • Address attendance and performance issues, and implement action plans to improve performance.

• Customer Support & Troubleshooting:

  • Provide direct support to customers, as needed.
  • Troubleshoot and resolve technical issues related to Dexcom products, services, and features.
  • Collaborate with cross-functional teams to address complex customer issues and escalations.

• Process Improvement & Project Contribution:

  • Participate in continuous improvement (CI) initiatives and contribute to All Ideas Matter (AIM) goals.
  • Analyze data, suggest opportunities for process improvements, and implement system changes.
  • Contribute to function projects, market launches, and operational outages management.

• Communication & Collaboration:

  • Establish and maintain exceptional relationships with various departments, external agencies, and leadership.
  • Communicate effectively with customers, team members, and stakeholders to ensure clear understanding and resolution of issues.

🎓 Skills & Qualifications

Education: Bachelor's degree in a relevant field (e.g., Computer Science, IT, or a related discipline).

Experience: 5-8 years of industry experience, including informal management or team lead experience.

Required Skills:

• Fluency in English, both written and oral communication.
• Sound working knowledge of all Windows/Mac operating systems and associated web browsers (Internet Explorer, Chrome, Safari, and Firefox).
• Proven experience supporting mobile apps (iOS and Android) and cloud-based reporting systems.
• Proven ability to troubleshoot in a fast-paced, customer-facing role.
• Excellent verbal and written communication skills, including effective listening skills.
• Ability to generate reports, graphs, process instructions, and flowcharts.
• Proven capability to handle challenging situations, with a positive attitude and drive.
• Must be an effective trainer and team coach, with advanced cross-training experience.

Preferred Skills:

• Fluency in German.
• Previous work experience in a high-volume customer contact environment.
• Experience with customer relationship management (CRM) software.
• Knowledge of the healthcare industry, particularly diabetes management.

📊 Web Portfolio & Project Requirements (N/A - Customer Support Role)

💵 Compensation & Benefits

Salary Range: €2,953.75 - €3,648.75 gross per month (based on experience and qualifications).

Benefits:

• Health Insurance, including reduced premiums for dependents.
• Life and Accident Insurance Coverage.
• 3rd Pillar Private Pension Plan.
• Health and Wellness Programs, including online coaching and therapy sessions.
• Fertility, Family forming, Menopause, and Men's health support services.
• Regular team-building events and best-in-class training and career development programs.
• Exclusive discounts on restaurants, spas, clothing, gyms, entertainment, and more.
• 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 scheduling that includes evenings, holidays, and weekends.

🎯 Team & Company Context

Company Culture:

• Dexcom is a global leader in continuous glucose monitoring (CGM), driven by a mission to improve human health through innovative biosensing technology experiences.
• The company values integrity, thinking big, being dependable, and serving customers by listening and responding to their needs.
• Dexcom offers a diverse and inclusive environment with colleagues representing 45 different nationalities.

Team Structure:

• The technical support team is responsible for providing exceptional customer experiences by assisting patients, parents, and caretakers using Dexcom products.
• The team works closely with various departments, external agencies, and leadership to improve processes and communication.

Development Methodology:

• Dexcom follows Agile methodologies, focusing on continuous improvement, collaboration, and customer-centricity.
• The company encourages innovation, creativity, and a growth mindset.

Company Website: https://www.dexcom.com/

📝 Enhancement Note: Dexcom's company culture emphasizes customer focus, continuous improvement, and innovation, providing an ideal environment for professionals seeking to grow and make a significant impact in the healthcare industry.

📈 Career & Growth Analysis

Role Level: Mid-level to senior-level technical support supervisor role, responsible for leading a team, managing performance, and driving exceptional customer experiences.

Reporting Structure: Reports directly to the Technical Support Manager, collaborating with various departments, external agencies, and leadership to improve processes and communication.

Technical Impact: Directly influences customer satisfaction, team performance, and process improvement initiatives, contributing to Dexcom's mission to enhance human health through innovative biosensing technology experiences.

Growth Opportunities:

• Develop and advance technical support team members' skills and careers through mentoring, coaching, and training.
• Contribute to cross-functional projects, market launches, and operational outages management, gaining exposure to various aspects of the business.
• Pursue internal promotions or lateral moves to other teams or departments, such as Quality, Regulatory, or Sales, based on individual interests and skills.

📝 Enhancement Note: This role offers ample opportunities for professional growth, both in terms of team leadership and exposure to various aspects of Dexcom's business, enabling candidates to develop their skills and advance their careers within the organization.

🌐 Work Environment

Office Type: Hybrid work environment, offering flexibility to work both remotely and in a modern, well-equipped office space.

Office Location(s): Vilnius, Lithuania (with the option to work remotely from other countries for up to 30 days per year).

Workspace Context:

• Collaborative workspace with colleagues representing diverse backgrounds and nationalities.
• Access to modern tools, equipment, and resources to perform job duties effectively.
• Opportunities for cross-functional collaboration with design, marketing, and business teams.

Work Schedule: Flexible scheduling that includes evenings, holidays, and weekends, with the potential for overtime during peak periods.

📝 Enhancement Note: Dexcom's hybrid work environment fosters collaboration, innovation, and work-life balance, providing employees with the flexibility to manage their schedules and optimize their productivity.

📄 Application & Technical Interview Process

Interview Process:

1. Phone or video screening to assess communication skills, technical proficiency, and cultural fit.
2. In-depth behavioral and situational interviews to evaluate leadership, problem-solving, and customer service skills.
3. Role-play scenarios and case studies to demonstrate troubleshooting abilities and decision-making processes.
4. Final interview with the hiring manager or a panel of stakeholders to discuss career aspirations, expectations, and fit within the team and organization.

Portfolio Review Tips: (N/A - Customer Support Role)

Technical Challenge Preparation:

• Brush up on technical support skills, including troubleshooting mobile apps, cloud-based reporting systems, and operating systems (Windows/Mac).
• Familiarize yourself with Dexcom's products, services, and features, as well as common customer issues and resolutions.
• Prepare examples of your leadership, coaching, and process improvement experiences to showcase your skills and accomplishments.

ATS Keywords: (N/A - Customer Support Role)

📝 Enhancement Note: Dexcom's interview process focuses on assessing candidates' technical proficiency, leadership skills, and cultural fit, ensuring they are well-prepared to lead and develop a high-performing technical support team.

🛠 Technology Stack & Web Infrastructure (N/A - Customer Support Role)

👥 Team Culture & Values

Customer Support Values:

• Empathy: Understand and share the feelings of customers to provide personalized, compassionate support.
• Expertise: Demonstrate a deep understanding of Dexcom products, services, and features to resolve customer issues effectively.
• Efficiency: Work diligently and efficiently to manage time, prioritize tasks, and meet service level agreements.
• Integrity: Act honestly and ethically in all interactions with customers, team members, and stakeholders.
• Continuous Learning: Stay up-to-date with the latest product information, troubleshooting techniques, and industry best practices to improve customer support skills and knowledge.

Collaboration Style:

• Cross-functional Collaboration: Work closely with various departments, external agencies, and leadership to improve processes, communication, and customer experiences.
• Teamwork: Support and empower team members to develop their skills, advance their careers, and achieve exceptional performance.
• Knowledge Sharing: Contribute to a culture of learning and growth by sharing insights, experiences, and best practices with team members and stakeholders.

📝 Enhancement Note: Dexcom's customer support values emphasize empathy, expertise, efficiency, integrity, and continuous learning, fostering a culture of exceptional customer experiences and team growth.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Manage a high-volume customer contact environment, balancing multiple priorities and deadlines.
• Troubleshoot complex technical issues, often under pressure, and provide clear, concise solutions to customers.
• Contribute to process improvement initiatives, market launches, and operational outages management, requiring adaptability and quick problem-solving skills.

Learning & Development Opportunities:

• Develop and advance technical support team members' skills and careers through mentoring, coaching, and training.
• Contribute to cross-functional projects, market launches, and operational outages management, gaining exposure to various aspects of the business.
• Pursue internal promotions or lateral moves to other teams or departments, such as Quality, Regulatory, or Sales, based on individual interests and skills.

📝 Enhancement Note: Dexcom's technical support role presents unique challenges and growth opportunities, enabling candidates to develop their skills, advance their careers, and make a significant impact on the organization's mission to improve human health through innovative biosensing technology experiences.

💡 Interview Preparation

Technical Questions:

• Describe your experience with leading and managing a high-volume customer contact team.
• How have you handled challenging customer situations, and what was the outcome?
• Can you walk us through a complex technical issue you've troubleshot, and how you resolved it?
• How do you stay up-to-date with the latest product information, troubleshooting techniques, and industry best practices?

Company & Culture Questions:

• Why are you interested in joining Dexcom, and what draws you to our mission and culture?
• How do you approach cross-functional collaboration, and can you provide an example from your previous experience?
• How do you ensure the quality and effectiveness of your team's work, and what metrics do you use to measure performance?

Portfolio Presentation Strategy: (N/A - Customer Support Role)

📝 Enhancement Note: Prepare for Dexcom's interview process by demonstrating your leadership, technical support, and customer service skills, as well as your understanding of the company's mission, culture, and values. Be ready to share specific examples of your experiences and accomplishments to showcase your qualifications for the role.

📌 Application Steps

To apply for this Supervisor Technical Support position at Dexcom:

1. Submit your application through the application link provided in the job listing.
2. Prepare a comprehensive resume highlighting your technical support, leadership, and customer service skills, as well as your relevant experience and qualifications.
3. Tailor your cover letter to express your interest in Dexcom's mission, culture, and the specific role, emphasizing your fit for the position.
4. Research Dexcom's products, services, and features to demonstrate your familiarity with the company and its offerings.
5. Prepare for the interview process by reviewing the interview preparation tips and practicing your responses to common technical and behavioral questions.

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