Supervisor Technical Support

📍 Job Overview

• Job Title: Supervisor Technical Support
• Company: Dexcom
• Location: Cebu, Philippines
• Job Type: Hybrid
• Category: Customer Support & Services
• Date Posted: August 2, 2025
• Experience Level: 5-10 years
• Remote Status: On-site (Hybrid)

🚀 Role Summary

• Lead a high call volume Technical Support team in a shared services or call center environment.
• Manage day-to-day operations, troubleshoot issues, and collaborate with other departments to ensure customer satisfaction.
• Design efficient processes, ensure adherence to Technical Support policies, and achieve service level goals.
• Coach and train employees, identify efficiency opportunities, and manage performance to department standards.

📝 Enhancement Note: This role requires a balance of strong leadership, technical troubleshooting skills, and excellent communication to drive customer advocacy and team success in a fast-paced environment.

💻 Primary Responsibilities

• Team Leadership: Lead a team of Technical Support agents, providing guidance, coaching, and mentoring to drive performance and customer satisfaction.
• Troubleshooting & Communication: Handle complex technical issues, troubleshoot problems, and communicate solutions effectively to customers and internal teams.
• Process Design & Improvement: Design and implement efficient processes, ensuring adherence to Technical Support policies and procedures.
• Collaboration & Cross-functional Work: Work closely with other departments, such as Engineering and Product, to resolve customer issues and improve products and services.
• Performance Management: Monitor and manage team performance, ensuring service level goals are met, and employees are developing their skills and careers.
• Flexibility & Adaptability: Work evenings, holidays, and weekends as needed to support the team and ensure customer satisfaction.

📝 Enhancement Note: This role requires a high level of adaptability, flexibility, and strong communication skills to manage a high call volume and diverse customer base effectively.

🎓 Skills & Qualifications

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

Experience: 5-8 years of industry experience, including informal management or team lead experience in a high call volume environment.

Required Skills:

• Proven team leadership and management skills
• Excellent troubleshooting and problem-solving abilities
• Strong communication and collaboration skills
• Ability to handle challenging situations with a positive attitude
• Proficiency in process design and improvement
• Experience in managing performance and achieving results
• Flexibility to work evenings, holidays, and weekends

Preferred Skills:

• Experience with continuous glucose monitoring (CGM) technology
• Knowledge of customer relationship management (CRM) software
• Familiarity with call center metrics and service level agreements (SLAs)
• Ability to speak multiple languages

📝 Enhancement Note: While not required, experience with CGM technology and relevant industry knowledge can provide a significant advantage in this role.

📊 Web Portfolio & Project Requirements (N/A)

Note: This role does not require a web portfolio or project requirements as it is not a web development or server administration position.

💵 Compensation & Benefits

Salary Range: PHP 45,000 - 60,000 per month (Estimated based on market research for similar roles in Cebu, Philippines)

Benefits:

• Comprehensive benefits program
• Growth opportunities on a global scale
• Career development through in-house learning programs and/or qualified tuition reimbursement

Working Hours: 40 hours per week, with flexibility to work evenings, holidays, and weekends as needed.

📝 Enhancement Note: The salary range provided is an estimate based on market research for similar roles in Cebu, Philippines. Actual salary may vary depending on the candidate's experience and qualifications.

🎯 Team & Company Context

🏢 Company Culture

Industry: Healthcare technology, specifically continuous glucose monitoring (CGM) solutions.

Company Size: Large, global organization with thousands of employees worldwide.

Founded: 1999, with a mission to improve the lives of people with diabetes through innovative CGM technology.

Team Structure:

• The Technical Support team is a critical function within Dexcom, responsible for customer satisfaction and advocacy.
• The team is led by a supervisor who reports to the Technical Support Manager.
• The team works closely with other departments, such as Engineering, Product, and Customer Experience, to resolve customer issues and improve products and services.

Development Methodology:

• Dexcom follows Agile methodologies, with a focus on continuous improvement and customer-centric development.
• The Technical Support team works closely with other departments to ensure customer feedback is integrated into product development and improvement processes.

Company Website: www.dexcom.com

📝 Enhancement Note: Dexcom's company culture is driven by its mission to improve the lives of people with diabetes. The Technical Support team plays a crucial role in achieving this mission by ensuring customer satisfaction and advocating for customer needs within the organization.

📈 Career & Growth Analysis

Technical Support Career Level: This role is a supervisory position within the Technical Support function. It requires a balance of strong leadership, technical troubleshooting skills, and excellent communication to drive customer advocacy and team success.

Reporting Structure: The Supervisor Technical Support role reports directly to the Technical Support Manager and is responsible for leading a team of Technical Support agents.

Technical Impact: This role has a direct impact on customer satisfaction and advocacy, as well as the overall performance of the Technical Support team. The supervisor is responsible for ensuring that the team meets service level goals and that customers receive exceptional support.

Growth Opportunities:

• Career Progression: With experience and strong performance, there may be opportunities to progress into management or leadership roles within the Technical Support function or other areas of the business.
• Skill Development: The role offers opportunities to develop leadership, management, and technical troubleshooting skills, as well as experience working with cross-functional teams.
• Global Opportunities: As a global organization, Dexcom offers opportunities to work with teams and customers from around the world, providing exposure to diverse cultures and perspectives.

📝 Enhancement Note: Career growth opportunities within Dexcom are dependent on individual performance, skills development, and the organization's specific needs. While there are opportunities for progression, they may not be immediately available or guaranteed.

🌐 Work Environment

Office Type: Dexcom's Cebu office is a modern, collaborative workspace designed to foster innovation and teamwork.

Office Location(s): Cebu, Philippines

Workspace Context:

• Collaborative Environment: The office features open-plan workspaces, encouraging collaboration and communication among team members.
• Technical Infrastructure: The office is equipped with the latest technology and tools to support the team's work, including computers, phones, and customer relationship management (CRM) software.
• Work-Life Balance: Dexcom encourages a healthy work-life balance, with flexible working arrangements and opportunities for professional development.

Work Schedule: The role requires a flexible work schedule, including evenings, holidays, and weekends, to support the team and ensure customer satisfaction.

📝 Enhancement Note: While Dexcom offers a flexible work environment, the role's requirements for evening, holiday, and weekend work may impact work-life balance for some individuals.

📄 Application & Technical Interview Process

Interview Process:

1. Phone/Video Screen: A brief conversation to assess communication skills, cultural fit, and initial technical competency.
2. Technical Assessment: A hands-on assessment of troubleshooting and problem-solving skills, focusing on real-life customer scenarios.
3. Behavioral Interview: A discussion of past experiences and behaviors to assess leadership, management, and communication skills.
4. Final Interview: A meeting with the hiring manager to discuss the role, team, and company in more detail and make a final decision.

Portfolio Review Tips: (N/A)

Technical Challenge Preparation:

• Brush up on troubleshooting skills and familiarity with customer relationship management (CRM) software.
• Prepare for behavioral interview questions by reflecting on past experiences and achievements in leadership, management, and communication.
• Research Dexcom's mission, values, and products to demonstrate a strong cultural fit and understanding of the business.

ATS Keywords: (N/A)

📝 Enhancement Note: While this role does not require a web portfolio or project requirements, candidates should be prepared to discuss their leadership, management, and troubleshooting experiences in detail during the interview process.

🛠 Technology Stack & Web Infrastructure (N/A)

Note: This role does not require a specific technology stack or web infrastructure knowledge as it is not a web development or server administration position.

👥 Team Culture & Values

Technical Support Values:

• Customer Focus: Putting customers first and striving to exceed their expectations in every interaction.
• Integrity: Acting with honesty and transparency, building trust with customers and colleagues.
• Collaboration: Working together to achieve common goals, sharing knowledge, and supporting one another's success.
• Innovation: Embracing a culture of continuous improvement, driving creativity, and challenging the status quo.
• Accountability: Taking responsibility for one's actions and delivering on commitments, both individually and as a team.

Collaboration Style:

• Cross-functional Integration: Working closely with other departments, such as Engineering, Product, and Customer Experience, to resolve customer issues and improve products and services.
• Code Review Culture: Encouraging open communication and feedback to improve processes, troubleshooting skills, and customer satisfaction.
• Knowledge Sharing: Fostering a culture of learning and development, where team members share their expertise and experiences to help one another grow.

📝 Enhancement Note: Dexcom's Technical Support team values a customer-centric, collaborative, and innovative approach to problem-solving and customer satisfaction.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• High Call Volume: Managing a high volume of customer calls and ensuring exceptional customer satisfaction in a fast-paced environment.
• Diverse Customer Base: Supporting a diverse range of customers with varying levels of technical proficiency and needs.
• Emerging Technology: Staying up-to-date with the latest CGM technology and troubleshooting techniques to provide accurate and effective support.

Learning & Development Opportunities:

• Technical Training: Opportunities to develop and enhance troubleshooting and customer service skills through on-the-job training, workshops, and e-learning resources.
• Leadership Development: Opportunities to develop leadership and management skills through coaching, mentoring, and formal training programs.
• Career Progression: Opportunities to progress into management or leadership roles within the Technical Support function or other areas of the business.

📝 Enhancement Note: While this role presents unique challenges and growth opportunities, candidates should be prepared to work in a fast-paced, high-pressure environment and demonstrate a strong commitment to customer satisfaction and continuous improvement.

💡 Interview Preparation

Technical Questions:

• Troubleshooting Scenarios: Be prepared to discuss real-life troubleshooting scenarios, explaining your approach, the steps you took to resolve the issue, and the outcome.
• Process Improvement: Describe a time when you identified an inefficient process and implemented improvements to enhance customer satisfaction or team performance.
• Leadership & Management: Prepare examples of your leadership and management skills, demonstrating your ability to motivate, coach, and develop team members.

Company & Culture Questions:

• Customer Focus: Explain how you have gone above and beyond to ensure customer satisfaction in a previous role.
• Teamwork: Describe a time when you worked collaboratively with a cross-functional team to achieve a common goal.
• Adaptability: Share an example of a time when you had to adapt to a significant change or challenge in a previous role.

Portfolio Presentation Strategy: (N/A)

📝 Enhancement Note: While this role does not require a web portfolio or project requirements, candidates should be prepared to discuss their leadership, management, and troubleshooting experiences in detail during the interview process.

📌 Application Steps

To apply for this Supervisor Technical Support position:

1. Submit your application through the application link.
2. Customize your resume and cover letter to highlight your leadership, management, and troubleshooting experiences relevant to the role.
3. Prepare for the interview process by reflecting on your experiences and practicing your responses to common interview questions.
4. Research Dexcom's mission, values, and products to demonstrate a strong cultural fit and understanding of the business.

⚠️ 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.