Technical Support Lead

Summary

Join Turing AI as a detail-oriented and motivated Technical Support Lead to oversee and support our technical support team. You will ensure efficient problem resolution, maintain high customer satisfaction, and enhance our product support processes. This full-time role combines technical expertise with leadership responsibilities, requiring strong problem-solving skills and a customer-centric mindset. You will lead a team in a dynamic environment, managing support engineers, providing mentorship, and collaborating with internal teams. The position offers remote work flexibility within the Eastern Time Zone.

Requirements

• A Bachelor’s degree in a technology-related field is required
• Proficient in operating and troubleshooting PCs and networking equipment
• General knowledge of Linux
• Minimum of 5 years of experience in physical security and video surveillance systems
• Fluent in spoken and written English

Responsibilities

• 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
• 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

Preferred Qualifications

• A Master’s degree is preferred
• Familiarity with VSaaS (Video Surveillance as a Service) is a significant advantage
• Small team management experience is a strong advantage

Benefits

This position can be remote