Technical Support Lead

Job title: Technical Support Lead

Company: TechBiz Global


Job description: 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 & DebuggingDiagnose hardware issues involving Bluetooth, GPS, sensors, and firmware/software using diagnostic APIs and toolsReproduce, isolate, and resolve complex issues such as multi-device confusion, virtual fence behavior, and intermittent connectivityEnd-to-End Ticket OwnershipManage support tickets from first report through confirmed resolutionProvide accurate root cause analysis and timely follow-upTranslate technical findings into clear, actionable guidance for customers and Tier 1 supportDocumentation & Process DesignCreate and continuously refine SOPs, runbooks, quick-start guides, and troubleshooting documentationMaintain a structured, searchable, and up-to-date knowledge baseCommunication & CollaborationAct as the primary technical point of contact for escalated issuesWork directly with third-party engineering teams to expedite fixes with clear context and ownershipQuality Metrics & Continuous ImprovementMonitor support KPIs such as CSAT, First-Contact Resolution, and SLA complianceLead post-mortems on critical or escalated issues and implement preventive improvements5+ years of hands-on experience in technical support or field engineering for IoT or hybrid hardware/software systemsStrong skills in debugging Bluetooth, GPS, firmware, and API-based integrationsAdvanced user of support tools like Zendesk and documentation platformsExcellent written and verbal communication skills; able to explain complex topics clearly and conciselyHighly organized, process-oriented, and self-motivated; continuously improves workflows based on real-world feedbackComfortable working across multiple time zones and taking full ownership of technical issue resolution

Expected salary:

Location: København

Job date: Tue, 29 Jul 2025 22:40:31 GMT

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