Senior Technical Support

Technical Support

• Manage daily technical support activities for smart card printers, card personalization systems, and associated hardware and software.

• Provide Level 2 and Level 3 technical support for complex customer issues.

• Diagnose and troubleshoot hardware, software and production-related problems.

• Support remote and on-site customer service activities.

• Develop preventive maintenance programs for customer equipment.

• Ensure service level agreements (SLAs) are achieved.

Team Management

• Lead, coach, and develop the technical support team.

• Allocate resources and manage service schedules.

• Monitor team performance and establish KPIs.

• Conduct technical training and knowledge-sharing sessions.

• Recruit and onboard new technical support engineers.

Customer Relationship Management

• Act as the primary escalation point for critical customer issues.

• Build strong relationships with key customers.

• Coordinate technical meetings and service reviews.

• Improve customer satisfaction through timely issue resolution.

• Prepare technical reports and root cause analyses.

Product & Production Support

• Support smart card manufacturing and personalization processes.

• Assist with printer installation, configuration, calibration, and commissioning.

• Work closely with production, quality assurance, R&D, and engineering teams to resolve technical issues.

• Recommend product improvements based on customer feedback.

Documentation

• Develop technical manuals, troubleshooting guides, and standard operating procedures (SOPs).

• Maintain service records and technical documentation.

• Manage the technical knowledge base.

Project Management

• Support implementation of new customer projects.

• Coordinate system integration with customer environments.

• Manage technical aspects of product upgrades and migrations.

• Ensure projects are completed within agreed timelines.

Quality & Compliance

• Ensure compliance with ISO quality standards and company procedures.

• Support internal and external quality audits.

• Promote continuous improvement initiatives.

• Ensure compliance with security requirements related to smart card production and personalization.

Qualifications

• Bachelor's degree in Electrical Engineering, Electronics Engineering, Computer Engineering, Information Technology, or a related technical field.

• 5–8 years of experience in technical support, preferably in smart card printing, secure document printing, ID card systems or industrial printing equipment.

• At least 2–3 years of leadership or supervisory experience.

Technical Skills

• Knowledge of smart card printers and card personalization systems.

• Experience with RFID, contact, and contactless smart card technologies.

• Understanding of card encoding and personalization processes.

• Familiarity with Windows Server, networking (TCP/IP), SQL databases, and virtualization.

• Experience with printer drivers, firmware updates, and hardware diagnostics.

• Knowledge of barcode, magnetic stripe, and chip card technologies.

• Familiarity with secure printing environments and production workflows.

Soft Skills

• Strong leadership and people management skills.

• Excellent analytical and troubleshooting abilities.

• Effective communication and customer service skills.

• Ability to work under pressure and manage multiple priorities.

• Decision-making and problem-solving capabilities.

• Team productivity and utilization.

• Training completion and technical competency.

• Customer retention and service quality metrics.