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Technical Support Lead

3 months ago

San Jose, United States Ring Full time

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: 1.

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. 2.

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 postsecondary degree, certificate, or diploma in technology fields. Technical Proficiency: ○Proficient in operating and troubleshooting PCs and networking equipment. ○General knowledge of Linux. Industry Experience: ○Experienced in physical security and the video surveillance industry. ○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. ○Prior experience in customer service (in-person or over the phone) is a plus. Work Arrangement: ○This position can be remote. ○You will be required to work based on the Eastern Time Zone.

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