Technical Support Lead

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.