Global 24/7 Tech Support Lead

Teal Communications, Inc.; Kirkland (WA); On-site; USD 130,000 - 180,000; Full time

Job summary

Teal Communications, Inc. is seeking a Technical Support Manager to lead our 24/7 offshore support operations. You will design processes, escalate complex connectivity issues, and coordinate with Engineering, Product, and Carrier Relations to ensure world-class customer outcomes.

The ideal candidate has deep M2M/IoT knowledge, GSMA standards experience (SGP.02/SGP.32), and a proven track record in B2B support for IoT devices and networks.

Qualifications

• 5+ years in technical support for telecom/M2M/IoT SaaS.
• 2+ years in a management or team lead role with remote/offshore teams.
• Deep knowledge of mobile/cellular ecosystem, M2M, eSIM provisioning.
• Experience supporting B2B hardware manufacturers or IoT providers.

Responsibilities

• Lead, mentor, and manage a 24/7 offshore technical support team (L1 & Team Lead).
• Design, document, and continuously improve support processes and playbooks.
• Act as primary technical escalation point for incidents and outages; coordinate with Eng, Product, and Carrier Relations.
• Communicate clearly with high-value B2B customers during critical incidents and analyze ticket trends.

Skills

Team leadership

Offshore management

GSMA SGP.02/SGP.32

M2M/IoT

Crisis management

B2B support

Technical escalation

Customer advocacy

Tools

FreshDesk

Confluence

Job description

Teal Communications, Inc. is seeking a Technical Support Manager to lead our 24/7 offshore support operations. You will design processes, escalate complex connectivity issues, and coordinate with Engineering, Product, and Carrier Relations to ensure world-class customer outcomes.

The ideal candidate has deep M2M/IoT knowledge, GSMA standards experience (SGP.02/SGP.32), and a proven track record in B2B support for IoT devices and networks.