Global 24/7 IoT Support & Escalation Manager
Teal Communications, Inc.
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Job summary
Teal Communications, Inc. is seeking a Technical Support Manager to lead our 24/7 offshore support team, drive process improvements, and serve as the escalation point for complex connectivity issues.
You will collaborate with Engineering, Product, and Carrier Relations to ensure high-quality, proactive support for B2B customers in IoT and related sectors. The role requires 5+ years in telecom/IoT technical support and 2+ years in a leadership position, with hands-on experience managing remote
Qualifications
- 5+ years in technical support for telecom/MVNO/IoT SaaS.
- 2+ years in a management role with remote or offshore teams.
- Strong understanding of the mobile/cellular ecosystem (MNO/MVNO/3GPP).
- Experience with eSIM provisioning and GSMA specs (SGP.02, SGP.32).
- Experience supporting B2B hardware manufacturers or IoT providers.
- Familiarity with ITIL or similar process frameworks.
Responsibilities
- Lead, mentor, and manage our 24/7 offshore technical support team (Level 1 & Team Lead).
- Design, document, and optimize all support processes and playbooks.
- Act as the primary technical escalation point for critical incidents and outages.
- Coordinate with Engineering, Product, and Carrier Relations teams.
- Analyze support ticket trends to drive product and reliability improvements.
Skills
Tools
Job description
Teal Communications, Inc. is seeking a Technical Support Manager to lead our 24/7 offshore support team, drive process improvements, and serve as the escalation point for complex connectivity issues.
You will collaborate with Engineering, Product, and Carrier Relations to ensure high-quality, proactive support for B2B customers in IoT and related sectors. The role requires 5+ years in telecom/IoT technical support and 2+ years in a leadership position, with hands-on experience managing remote
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