Global 24/7 IoT Support Leader

United States Digital Space LLC; United States; Remote; USD 120,000 - 160,000; Full time

Job summary

Teal is seeking a Technical Support Manager to lead its 24/7 offshore support operations. The role focuses on process optimization, technical escalation, and close collaboration with Engineering, Product, and Carrier Relations to ensure world-class B2B IoT/M2M support.

The ideal candidate brings deep telecom/IoT support experience, hands-on leadership, and a customer-centric mindset to drive reliability and operational excellence.

Qualifications

• 5+ years in technical support for telecom, MVNO, or IoT/M2M SaaS.
• 2+ years in a management or team lead role with remote/offshore teams.

Responsibilities

• Lead 24/7 offshore technical support team (Level 1 & Team Lead).
• Design, document, and optimize support processes and playbooks.
• Act as primary escalation point for critical incidents and complex connectivity issues.
• Coordinate with Engineering, Product, and Carrier Relations on high-priority issues.
• Communicate with high-value B2B customers during incidents.

Skills

Technical Support Leadership

Offshore/Remote Team Mgmt

B2B IoT/M2M Support

GSMA SGP.02/SGP.32 knowledge

Job description

Teal is seeking a Technical Support Manager to lead its 24/7 offshore support operations. The role focuses on process optimization, technical escalation, and close collaboration with Engineering, Product, and Carrier Relations to ensure world-class B2B IoT/M2M support.

The ideal candidate brings deep telecom/IoT support experience, hands-on leadership, and a customer-centric mindset to drive reliability and operational excellence.