Technical Support Lead

Описание

At TechBiz Global, we are providing recruitment service to our TOP clients from our portfolio. We are currently seeking a Technical Support Lead to join one of our clients' teams. If you're looking for an exciting opportunity to grow in a innovative environment, this could be the perfect fit for you.

Responsibilities:

Deep Troubleshooting & Debugging

• Diagnose hardware issues involving Bluetooth, GPS, sensors, and firmware/software using diagnostic APIs and tools

• Reproduce, isolate, and resolve complex issues such as multi-device confusion, virtual fence behavior, and intermittent connectivity

End-to-End Ticket Ownership

• Manage support tickets from first report through confirmed resolution

• Provide accurate root cause analysis and timely follow-up

• Translate technical findings into clear, actionable guidance for customers and Tier 1 support

Documentation & Process Design

• Create and continuously refine SOPs, runbooks, quick-start guides, and troubleshooting documentation

• Maintain a structured, searchable, and up-to-date knowledge base

Communication & Collaboration

• Act as the primary technical point of contact for escalated issues

• Work directly with third-party engineering teams to expedite fixes with clear context and ownership

Quality Metrics & Continuous Improvement

• Monitor support KPIs such as CSAT, First-Contact Resolution, and SLA compliance

• Lead post-mortems on critical or escalated issues and implement preventive improvements

• 5+ years of hands-on experience in technical support or field engineering for IoT or hybrid hardware/software systems

• Strong skills in debugging Bluetooth, GPS, firmware, and API-based integrations

• Advanced user of support tools like Zendesk and documentation platforms

• Excellent written and verbal communication skills; able to explain complex topics clearly and concisely

• Highly organized, process-oriented, and self-motivated; continuously improves workflows based on real-world feedback

• Comfortable working across multiple time zones and taking full ownership of technical issue resolution

Additional Information:

• The team provides hands-on support from 09:00–21:00 EST

• Should be flexible for urgent escalations and cross-time zone handovers