Technical Support Team Lead | Telematics

Teltonika Ltd.; Toronto; On-site; CAD 85,000 - 110,000; Full time

Benefits offered by this job

Hybrid work

Health insurance

RRSP

Paid vacation

Birthday off

Sick days

Summer hours

Company events

Job summary

Teltonika Ltd. in Toronto is seeking a Technical Support Team Lead to manage a team of IoT Solutions Engineers and ensure fast, high-quality customer issue resolution in a hybrid setting.

The role requires English proficiency, experience with technical products, and strong leadership to develop the team, manage tickets, and collaborate with Sales and R&D. The position includes hiring involvement, KPI focus, and workload balancing.

Qualifications

• English proficiency (B2 level or higher) as primary working language
• Experience with technical products
• Organizational, results-oriented, and good communication
• Constructiveness, conscientiousness, and problem-solving
• Strong analytical thinking with ability to develop proposals and insights
• Flexibility to adapt to changing technologies and processes
• Management experience in customer service is advantageous
• Familiar with GitLab or Jira tools

Responsibilities

• Provide guidance to the team on technical and procedural matters to ensure smooth issue resolution
• Support the professional development of team members and foster competence growth
• Prioritize, analyze, and resolve incoming helpdesk tickets
• Collaborate with Sales and the R&D teams
• Plan team resources and participate in hiring processes
• Monitor team performance metrics and strive to improve KPI results
• Oversee and balance the team’s workload
• Ensure high-quality output and strong customer satisfaction
• Create or improve existing processes
• Provide continuous feedback to the team and stakeholders
• Work in an agile environment and contribute to agile practices

Skills

English proficiency

Technical product experience

Leadership

Analytical thinking

Problem solving

Adaptability

Customer service management

GitLab/Jira familiarity

Tools

GitLab

Jira

Job description

We are hiring aTechnical Support Team Leadto manage a team of IoT Solutions Engineers and guarantee fast, high-quality customer issue resolution. Success in this role requires technical know-how, leadership, and strong people skills.

Teltonika’stelematics business unitdevelops and produces easy-to-use GPS tracking devices for effective fleet management in logistics, agriculture, car sharing, construction, and more. Using the latest technologies, Teltonika sets new standards for the telematics industry.

In this role, you will:

• Provide guidance to the team on technical and procedural matters, ensuring smooth issue resolution.
• Support the professional development of team members and foster their competence growth.
• Prioritize, analyze, and assist in resolving incoming helpdesk tickets.
• Collaborate closely with the Sales department and the R&D team.
• Plan team resources and take part in the hiring process.
• Monitor team performance metrics and work to maintain or improve KPI results.
• Oversee and balance the team’s workload.
• Ensure high-quality team output and a strong customer satisfaction index.
• Create, improve, or initiate new and existing processes.
• Provide continuous and constructive feedback to the team and other stakeholders.
• Work in an agile environment and contribute to effective agile practices.
  

What we expect of you:

• Proficiency in English (B2level or higher) as it will be your primary working language, other language is an advantage.
• Experience working with technical products.
• Organizational, results-oriented, and communication skills.
• Constructiveness, conscientiousness, and strong problem-solving skills.
• Strong analytical thinking and the ability to formulate proposals, insights, and solutions.
• Flexibility to adapt to changing technologies and processes.
• Management experience in customer service would be an advantage.
• Familiar with tools like GitLab or Jira.

What we offer:

• Work type: Hybrid (at least 3 days from office); Office location: 20 Dundas St W, Toronto, ON
• Career: opportunity to grow your career and shape finance processes and standards in a rapidly growing, innovative and global IoT organization
• Hands-on involvement in complex, real-world finance and accounting topics (go-to-market, margin optimization, international structures etc.)
• Benefits: company funded health insurance; RRSP; 3 weeks of Paid Vacation; 6 Sick days + day off on your Birthday; Summer working hours on June and July months; Company's Events
• Work Environment: professional, ambitious, and supportive team with a strong execution mindset; Flat hierarchy, fast decision-making, and real ownership over outcomes

Compensation: $85,000 - $110,000

*Artificial intelligence tools are not used at any stage of the hiring process for this role.

*This job posting is for an existing vacancy.