Technical Support Lead

TechBiz Global GmbH; Düsseldorf; Vor Ort; EUR 80.000 - 100.000; Vollzeit

Zusammenfassung

A tech recruitment firm is searching for a Technical Support Lead to work with clients, focusing on diagnosing and resolving hardware and software issues. The ideal candidate has over 5 years of experience in technical support for IoT systems and excellent communication skills. This role involves end-to-end ticket ownership and the creation of documentation to enhance support processes. Flexibility for urgent escalations is required.

Qualifikationen

• 5+ years of hands-on experience in technical support or field engineering for IoT or hybrid hardware/software systems.
• Strong skills in debugging hardware and software systems.
• Excellent written and verbal communication skills.

Aufgaben

• Diagnose hardware issues involving Bluetooth, GPS, sensors, and firmware/software.
• Manage support tickets from first report through confirmed resolution.
• Create and refine SOPs, runbooks, and troubleshooting documentation.

Kenntnisse

Debugging Bluetooth

Debugging GPS

Firmware troubleshooting

API-based integrations

Zendesk usage

Communication skills

Jobbeschreibung

Social network you want to login/join with:

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:

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

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

Additional Information:

The team provides hands-on support from 09:00–21:00 EST

Should be flexible for urgent escalations and cross-time zone handovers