Technical Support Lead

Role and Responsibilities

• As a Technical Support Lead, you will be the driving force behind our technical support team’s success. Your role combines the expertise of a technical support engineer with leadership responsibilities. Here’s what you’ll be doing:
Technical Support:
• Take ownership of customer-reported issues and ensure their resolution.
• Research, diagnose, and troubleshoot software and hardware problems related to video surveillance products.
• Provide technical assistance via phone and email.
• Manage open support cases within the organization to maintain customer satisfaction.
• Collaborate with internal teams to enhance product performance and meet customer demands.
• Develop knowledge base content for customers and future training purposes.
• Perform product inspections, testing, and feature verification.
Team Leadership:
• Oversee technical support engineers, including scheduling, performance evaluation, and task management.
• Provide guidance, mentorship, and coaching to team members.
• Collaborate with other internal teams to enhance overall support effectiveness.
• Foster positive relationships with customers and field teams.
• Assist with hiring processes, including candidate evaluation and onboarding.
• Communicate company policies and procedures to team members.
• Address grievances and conflicts within the team.
• Manage the ticket handling process for efficient and effective resolution.
• Respond promptly to day-to-day support needs.

Qualifications and Requirements

• Education: 
A Bachelor’s degree in a technology-related field is required, with a Master’s degree preferred.
• Technical Proficiency:
Proficient in operating and troubleshooting PCs and networking equipment.
General knowledge of Linux.
• Industry Experience:
Minimum of 5 years of experience in physical security and video surveillance systems
Familiarity with VSaaS (Video Surveillance as a Service) is a significant advantage.
Small team management experience is a strong advantage.
• Language Skills:
Fluent in spoken and written English.
• Work Arrangement:
This position can be remote.
You will be required to work based on the Eastern Time Zone.