Technical Support Lead
4 weeks ago
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: 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 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 Io T 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 #J-18808-Ljbffr
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