Technical Support Manager

VisionTrack; Royal Tunbridge Wells; On-site; GBP 65,000 - 80,000; Full time

Job summary

VisionTrack in Tunbridge Wells is seeking a hands-on Technical Support Manager to lead our 1st and 2nd Line teams. You will coach and develop staff, manage escalations and drive service excellence across hardware, software and cloud platforms.

You'll work closely with Engineering, Product and Customer Experience to resolve complex issues, improve SLAs and deliver outstanding customer service while shaping a high-performing support function in a fast-paced AI-powered video telematics business.

Qualifications

• Experience leading 1st/2nd line technical support teams.
• Strong customer-service mindset with proven SLA delivery.
• Ability to manage escalations and complex incidents.
• Experience with hardware/software, IoT or connected vehicle tech is a plus.

Responsibilities

• Lead and develop the 1st and 2nd Line Technical Support teams.
• Set objectives, monitor performance and oversee recruitment and onboarding.
• Own service performance and manage customer escalations.
• Oversee ticket management, SLAs and incident response.
• Collaborate with Engineering, Product, Field Service and Customer Experience teams.

Skills

People leadership

Customer service

Escalation management

SLA management

Hardware & software support

Job description

Tunbridge Wells, Kent

Lead the Team. Drive Service Excellence. Make a Real Impact.

Are you an experienced Technical Support Manager from a cconnected hardware and software solutions background, who thrives in a fast-paced, customer-focused environment? Do you enjoy developing people, solving complex technical challenges and finding smarter ways of working?

At VisionTrack, we're looking for a hands-on, commercially aware Technical Support Manager to lead our 1st and 2nd Line Technical Support teams.

About VisionTrack

VisionTrack is a leading provider of AI-powered video telematics, connected vehicle technology and IoT solutions. Our technology helps businesses improve fleet safety, reduce risk and gain valuable insights through intelligent cameras, vehicle data and cloud-based platforms.

Operating in a rapidly evolving industry, we're passionate about innovation, customer experience and delivering technology that makes a genuine difference.

What You'll Be Doing

Leading and developing your team

• Manage, coach and develop our 1st and 2nd Line Technical Support teams, creating a positive, accountable and high-performing culture.
• Set clear objectives, monitor performance and identify training and development opportunities.
• Manage resource planning, recruitment and onboarding to ensure effective service coverage.

Delivering exceptional customer support

• Take ownership of service performance, ensuring customers receive timely, accurate and professional support.
• Manage complex customer escalations and high-priority incidents, ensuring issues are resolved effectively.
• Drive improvements in customer satisfaction, first-contact resolution and service quality.
• Ensure customers are kept informed throughout the resolution process.

Managing technical support operations

• Oversee ticket management, prioritisation, incident response and escalation processes.
• Monitor SLAs, response times, resolution rates and ticket backlogs.
• Support the investigation of technical issues involving cameras, vehicle technology, connectivity, software and cloud platforms.
• Work closely with Engineering, Product, Field Service and Customer Experience teams to resolve complex issues.

Driving continuous improvement

• Identify recurring technical issues and implement improvements that address the root cause.
• Use performance data and customer feedback to improve processes, productivity and service standards.
• Develop troubleshooting guides, knowledge resources and effective support procedures.
• Ensure the team is prepared to support new products, technology upgrades and customer launches.

What We're Looking For

We're looking for an experienced technical support leader who combines strong operational management with technical understanding and a genuine passion for customer service.

Essential experience:

• We're particularly interested in candidates who have managed technical support teams within a connected hardware and software environment, such as CCTV, video telematics, IoT, vehicle technology, security systems or similar.
• You’ll need a good understanding of how physical devices, connectivity and software platforms work together, along with experience supporting teams that troubleshoot and resolve issues across these technologies.
• Experience in vehicle CCTV, telematics or fleet technology would be particularly advantageous, although we’re equally interested in candidates from other relevant connected technology sectors.
• Alongside this, you’ll bring strong people leadership, service delivery experience and a proven ability to manage technical escalations, improve SLAs and develop high-performing support teams.

It would be a real advantage if you have:

• Experience working with vehicle CCTV, DVR/MDVR systems, telematics devices or fleet technology.
• Knowledge of connectivity, firmware, GPS tracking, cloud platforms or remote diagnostics.
• Experience supporting enterprise customers or working closely with field engineering teams.
• A track record of improving support processes, reducing repeat incidents or introducing automation and self-service solutions.

Why Join VisionTrack?

You’ll be joining an innovative, growing technology business operating at the forefront of video telematics and connected vehicle solutions.

This role offers the opportunity to make a genuine impact, shape the performance of our technical support function and help develop a team that plays a vital role in our customers' experience.

If you're a technical support leader who enjoys developing people, improving processes and delivering outstanding customer service, we'd love to hear from you.