Lead Technical Support for CCTV & Surveillance

LTS - Video Solutions for Security Professionals

Houston (TX)

On-site

USD 60,000 - 80,000

Full time

14 days+

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Job summary

LTS - Video Solutions for Security Professionals in Houston is seeking a Supervisor of Technical Support to lead the daily operations of the support team, provide hands-on technical guidance, and drive customer satisfaction.

You will coach staff, manage schedules, monitor performance, and collaborate with Sales, Operations, and Product to resolve escalations and improve support processes. A technical background in CCTV/security tech is required.

Qualifications

3+ years of technical support experience in electronics, security systems, CCTV, or related fields.
Prior supervisory, lead, or acting-lead experience preferred.
Experience with PC-based DVR systems, IP cameras, and security technologies.
A bachelor's degree in computer science, IT/Network, engineering, or a related technical field; a Master's is preferred.

Responsibilities

Provide daily supervision, coaching, and mentoring to the technical support staff.
Oversee scheduling, workload distribution, and task assignments for efficient operations.
Monitor team performance, track metrics, and prepare reports for management.
Handle escalated or complex technical issues directly when required.
Develop and implement action plans to improve individual and team performance.
Manage all incoming technical support inquiries via phone, email, and ticketing system; ensure timely and professional responses.
Ensure all customer issues are resolved promptly while maintaining high customer satisfaction.
Partner with Sales, Operations, Product, and other teams to support customer needs and resolve escalations.
Maintain documentation of customer interactions and troubleshooting steps in the ticketing system.