Global IoT Support Leader (24/7)

tealcommunicationsinc; United States; Hybrid; USD 95,000 - 130,000; Full time

Job summary

Teal Communications, Inc. seeks a Technical Support Manager to lead our 24/7 global support operations for B2B customers across EV, drones, and IoT.

You will manage offshore teams, optimize processes, and serve as escalation point for complex connectivity and provisioning. The ideal candidate has deep telecom/M2M expertise, including GSMA SGP.02 and SGP.32 specs, and a track record building scalable support orgs in ITIL-like environments.

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 in a 24/7 setting.
• Deep domain knowledge of mobile/cellular ecosystem (MNOs, MVNOs, 3GPP).
• Experience with eSIM architecture and GSMA standards SGP.02 and SGP.32.
• Familiarity with IoT connectivity platforms (CMPs) and M2M/IoT device behavior.

Responsibilities

• Lead, mentor, and manage a 24/7 offshore technical support team (Level 1 & Team Lead).
• Design, document, and improve all support processes (ticketing, knowledge base, escalation).
• Act as primary technical escalation point for incidents and outages; coordinate with Engineering, Product, and Carrier Relations.

Skills

Team Leadership

24/7 Operations

Technical Escalation

ITIL

eSIM & GSMA

M2M IoT

B2B Support

Offshore Team

Tools

FreshDesk

Confluence

APIs

Job description

Teal Communications, Inc. seeks a Technical Support Manager to lead our 24/7 global support operations for B2B customers across EV, drones, and IoT.

You will manage offshore teams, optimize processes, and serve as escalation point for complex connectivity and provisioning. The ideal candidate has deep telecom/M2M expertise, including GSMA SGP.02 and SGP.32 specs, and a track record building scalable support orgs in ITIL-like environments.