We are looking for a Head of Technical Support to strengthen Teltonika Group at the headquarters level in Vilnius. This role is responsible for defining, unifying, and scaling technical support operations across the entire group, ensuring a consistent, efficient, and high‑quality support experience worldwide.
This is a strategic, group‑level leadership position focused on setting standards, introducing modern support technologies, and aligning local and global support teams into a single, well‑coordinated support ecosystem. The role is critical in enabling faster response times, clearer ownership, and a shared vision of technical support across all Teltonika companies.
The headquarters, run by the parent company Teltonika IoT Group, coordinates the activities of Lithuanian high‑tech companies operating under the Teltonika brand as well as all representative offices worldwide. It ensures strategic alignment, operational consistency, and the scalability of group‑wide functions, including global technical support.
Teltonika offers an opportunity to shape a unified technical support function across a rapidly growing global IoT organization, bringing structure, speed, and scalability to a critical customer‑facing capability.
In this role, you will:
• Define and implement group‑wide technical support guidelines, standards, and best practices.
• Build a unified vision and operating model for technical support across all Teltonika companies.
• Establish clear service level agreements (SLAs), response times, escalation models, and call management standards.
• Introduce and drive the adoption of modern technologies and tools in technical support operations.
• Assess current support systems and workflows, including separate TPPA and R&D support environments, and identify opportunities for improvement and integration.
• Design scalable support processes that enable faster local support while maintaining global consistency.
• Ensure effective global customer support coverage across different regions, time zones, and markets.
• Improve efficiency, speed, and quality of support delivery through process optimization and standardization.
• Work closely with R&D, engineering, and product teams to align support processes with technical development.
• Act as a key owner of technical support transformation, enabling the organization to operate as one aligned, cohesive system despite functional differences.
What we expect of you:
• Proven experience leading technical support, service operations, or related functions at scale.
• Strong understanding of global support models, SLA management, and customer service operations in technology‑driven organizations.
• Experience standardizing processes and aligning multiple teams or systems under a unified framework.
• Ability to evaluate and implement support technologies, tools, and platforms.
• Strong organizational and stakeholder management skills.
• Strategic mindset combined with hands‑on operational leadership.
• Experience working in complex, multi‑entity or international environments.
• Strong communication and leadership skills.
• Fluent English, both spoken and written.
• Lithuanian proficiency at C2 level, both spoken and written.
What we offer:
• Great opportunities to grow in a strong and rapidly expanding international company.
• A strategically important group‑level role with direct impact on customer experience and operational excellence.
• Dynamic, challenging work environment and a cooperation‑based internal culture.
• Care for your emotional and physical well‑being through additional health insurance, including psychologist consultations.
• Company‑paid sports activities (basketball, football, volleyball, yoga) and other sports events together.
• Celebration of achievements and quality time together during team‑buildings, summer festivals, and other important occasions.
• Opportunity to receive solid bonuses by participating in the employee recommendation program.
• Birthday gifts and a day off on your birthday, as well as surprises during various festive occasions.
• Recognition and acknowledgements on work anniversaries.
• Snacks provided at the office for lunch or dinner.
Salary:
We appreciate everyone’s efforts and experience, therefore we offer an attractive salary matching your skillset and expertise. The salary for this position ranges from 50 EUR/h up to 70 EUR/h (8,000 EUR – 11,200 EUR pre‑tax), depending on your experience and qualifications.
In the employment agreement, a fixed (tariff) hourly gross salary rate is specified and defined.
If you have questions, do not hesitate to contact our Talent Acquisition Senior Partner Jolita Reut, [email protected].
Skills Required
- Proven experience leading technical support or service operations at scale
- Strong understanding of global support models, SLA management, and customer service operations
- Experience standardizing processes and aligning multiple teams or systems under a unified framework
- Ability to evaluate and implement support technologies, tools, and platforms
- Strong organizational and stakeholder management skills
- Strategic mindset combined with hands-on operational leadership
- Experience working in complex, multi-entity or international environments
- Strong communication and leadership skills
- Fluent English, both spoken and written
- Lithuanian proficiency at C2 level, both spoken and written
What We Do
Teltonika IoT Group is a Lithuanian high-tech company group that designs, develops, and manufactures Internet of Things (IoT) devices and solutions for businesses, operating in niches such as telematics, networking, telemedicine, and EV charging.
