Technical Support Lead

TechBiz Global GmbH; Berlin; Vor Ort; EUR 60.000 - 80.000; Vollzeit

Zusammenfassung

A leading technology firm in Berlin is looking for a Technical Support Lead to troubleshoot complex IoT issues, manage support tickets, and create documentation. Applicants should have over 5 years of experience in technical support/engineering and strong skills in debugging APIs and firmware. The role demands excellent communication and organizational skills, with a focus on continuous improvement.

Qualifikationen

• 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.
• Excellent written and verbal communication skills; able to explain complex topics clearly.

Aufgaben

• Manage support tickets from first report through confirmed resolution.
• Create and continuously refine SOPs and troubleshooting documentation.
• Monitor support KPIs and lead post-mortems on critical issues.

Kenntnisse

Deep Troubleshooting & Debugging

Technical Communication

Problem Solving

Process Design

Documentation Skills

Tools

Zendesk

Diagnostic APIs and tools

Jobbeschreibung

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