TECHNICAL SUPPORT LEAD

Ring Inc; San Jose (CA); Remote; USD 80,000 - 120,000; Full time

Job summary

A leading company in video surveillance is seeking a Technical Support Lead to enhance their customer support team. This key role involves managing technical support engineers, resolving complex issues, and ensuring customer satisfaction while fostering a collaborative environment. Ideal candidates will possess a blend of technical know-how and strong leadership skills.

Qualifications

• 5 years of experience in physical security and video surveillance systems.
• Familiarity with VSaaS is advantageous.
• Small team management experience is a plus.

Responsibilities

• Oversee technical support engineers, including task management and performance evaluation.
• Troubleshoot customer-reported software and hardware issues.
• Develop knowledge base content and provide technical assistance.

Skills

Problem-solving

Customer-centric mindset

Technical expertise

Leadership

Education

Bachelor's degree in a technology-related field

Master's degree (preferred)

Tools

Linux

PCs

Networking equipment

Job description

Turing AI is seeking a detail-oriented and motivated Technical Support Lead to join our team. In this full-time role, you will oversee and support our technical support team to ensure efficient problem resolution, maintain high customer satisfaction, and enhance our product support processes. This is an excellent opportunity for someone with strong technical expertise, leadership capabilities, and a passion for customer success. If you have exceptional problem-solving skills, a customer-centric mindset, and the ability to lead a team in a dynamic environment, we’d love to hear from you!

Role and Responsibilities

• As a Technical Support Lead , you will be the driving force behind our technical support team’s success. Your role combines the expertise of a technical support engineer with leadership responsibilities. Here’s what you’ll be

Technical

• Take ownership of customer-reported issues and ensure their resolution.
• Research, diagnose, and troubleshoot software and hardware problems related to video surveillance products.
• Provide technical assistance via phone and email.
• Manage open support cases within the organization to maintain customer satisfaction.
• Collaborate with internal teams to enhance product performance and meet customer demands.
• Develop knowledge base content for customers and future training purposes.
• Perform product inspections, testing, and feature verification.

Team

• Oversee technical support engineers, including scheduling, performance evaluation, and task management.
• Provide guidance, mentorship, and coaching to team members.
• Collaborate with other internal teams to enhance overall support effectiveness.
• Foster positive relationships with customers and field teams.
• Assist with hiring processes, including candidate evaluation and onboarding.
• Communicate company policies and procedures to team members.
• Address grievances and conflicts within the team.
• Manage the ticket handling process for efficient and effective resolution.
• Respond promptly to day-to-day support needs.

Qualifications and Requirements

• A Bachelor’s degree in a technology-related field is required, with a Master’s degree preferred.
• Technical
• Proficient in operating and troubleshooting PCs and networking equipment. General knowledge of Linux.
• Minimum of 5 years of experience in physical security and video surveillance systems. Familiarity with VSaaS (Video Surveillance as a Service) is a significant advantage. Small team management experience is a strong advantage.
• Language
• Fluent in spoken and written English.
• Work
• This position can be remote. You will be required to work based on the Eastern Time Zone.

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