Technical Support Lead

Summary

Join TechBiz Global and work as a Technical Support Lead for one of our top clients. This exciting opportunity allows for growth in an innovative environment. You will be responsible for deep troubleshooting and debugging of hardware and software issues, managing support tickets, creating and refining documentation, and collaborating with engineering teams. The role requires strong communication and problem-solving skills, as well as experience with IoT or hybrid hardware/software systems. You will also monitor support KPIs and lead post-mortems to improve processes. This position offers a chance to make a significant impact on a dynamic team.

Requirements

• 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

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