Technical Support Lead Job Overview
We are seeking an experienced and skilled Technical Support Lead to join our team. This role involves leading the technical support function, providing guidance to junior team members, and ensuring that all support issues are resolved in a timely and professional manner.
Key Responsibilities:
* Diagnose complex hardware issues involving Bluetooth, GPS, sensors, and firmware/software using diagnostic APIs and tools
* Reproduce, isolate, and resolve multi-device confusion, virtual fence behavior, and intermittent connectivity issues
* End-to-End Ticket Ownership and Management
* Provide accurate root cause analysis and timely follow-up to customers and Tier 1 support
* Translate technical findings into clear, actionable guidance for customers
* Documentation & Process Design
* Act as 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
Requirements:
* 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