Technical Support Lead

TechBiz Global GmbH; Birmingham; On-site; GBP 45,000 - 65,000; Full time

Job summary

A leading recruitment service provider in Birmingham is searching for a Technical Support Lead to manage complex hardware and software issues. The ideal candidate will have over 5 years of experience in technical support, with strong skills in debugging systems and providing clear guidance. This role also involves maintaining documentation and supporting multiple time zones. Competitive remuneration and flexible working hours offered.

Qualifications

• 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.

Responsibilities

• Diagnose hardware issues involving Bluetooth, GPS, sensors, and firmware/software using diagnostic APIs and tools.
• Manage support tickets from first report through confirmed resolution.
• Create and continuously refine SOPs, runbooks, quick-start guides, and troubleshooting documentation.

Tools

Zendesk

Job description

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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