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