Technical Support Lead

TechBiz Global GmbH; Frankfurt; Vor Ort; EUR 55.000 - 70.000; Vollzeit

Zusammenfassung

A leading technology recruitment firm in Frankfurt is seeking a Technical Support Lead. The ideal candidate will have over 5 years of experience in technical support for IoT systems, diagnosing complex issues, and managing support tickets from resolution to analysis. Excellent communication and organizational skills are essential. This role offers dynamic challenges in a fast-paced environment.

Qualifikationen

• 5+ years of experience in technical support or field engineering for IoT or hybrid systems.
• Ability to diagnose hardware issues effectively.
• Solid communication skills to explain complex topics.

Aufgaben

• Diagnose hardware issues involving Bluetooth, GPS, and firmware using diagnostic tools.
• Manage support tickets thoroughly until resolution.
• Translate technical findings into guidance for customers.

Kenntnisse

Technical Support

Debugging Bluetooth

Debugging GPS

Firmware knowledge

API-based integrations

Communication

Process improvement

Tools

Zendesk

Jobbeschreibung

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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