Technical Support Lead

1 semana atrás

Mato Grosso, Brasil TechBiz Global GmbH Tempo inteiro

At TechBiz Global, we are providing recruitment service to our TOP clients from our portfolio. We are currently seeking a **Technical Support Lead** to join one of our **clients**' teams. If you're looking for an exciting opportunity to grow in a innovative environment, this could be the perfect fit for you.

**Responsibilities**:
**Deep Troubleshooting & Debugging**
- Diagnose hardware issues involving Bluetooth, GPS, sensors, and firmware/software using diagnostic APIs and tools
- Reproduce, isolate, and resolve complex issues such as multi-device confusion, virtual fence behavior, and intermittent connectivity

**End-to-End Ticket Ownership**
- Manage support tickets from first report through confirmed resolution
- Provide accurate root cause analysis and timely follow-up
- Translate technical findings into clear, actionable guidance for customers and Tier 1 support

**Documentation & Process Design**
- Create and continuously refine SOPs, runbooks, quick-start guides, and troubleshooting documentation
- Maintain a structured, searchable, and up-to-date knowledge base

**Communication & Collaboration**
- Act as the primary technical point of contact for escalated issues
- Work directly with third-party engineering teams to expedite fixes with clear context and ownership

**Quality Metrics & Continuous Improvement**
- Monitor support KPIs such as CSAT, First-Contact Resolution, and SLA compliance
- Lead post-mortems on critical or escalated issues and implement preventive improvements
- 5+ years of hands-on experience in technical support or field engineering for IoT or hybrid hardware/software systems
- Strong skills in debugging **Bluetooth**, **GPS**, **firmware**, and API-based integrations
- Advanced user of support tools like **Zendesk** and documentation platforms
- Excellent written and verbal communication skills; able to explain complex topics clearly and concisely
- Highly organized, process-oriented, and self-motivated; continuously improves workflows based on real-world feedback
- Comfortable working across multiple time zones and taking full ownership of technical issue resolution

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