Technical Support Lead

TechBiz Global GmbH; United Kingdom; Remote; GBP 40,000 - 60,000; Full time

Job summary

A recruitment service provider is looking for a Technical Support Lead in the United Kingdom. The role involves diagnosing complex hardware issues, managing support tickets, and creating documentation. Candidates should have over 5 years of experience in technical support, particularly for IoT or hybrid systems, with strong debugging skills in Bluetooth and GPS. Excellent communication is required, along with the ability to work flexibly across time zones.

Qualifications

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

Responsibilities

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

Skills

Debugging Bluetooth

GPS troubleshooting

Firmware analysis

API integration

Communication skills

Organizational skills

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