Technical Support Lead

at TechBiz Global
💬 Customer Service🔵 Mid-level

Job description

Description

At TechBiz Global, we are providing recruitment service to our TOP clients from our portfolio. We are currently seeking a Technical Support Lead to join one of our clients’ teams. If you’re looking for an exciting opportunity to grow in a innovative environment, this could be the perfect fit for you.

Responsibilities:

Deep Troubleshooting & Debugging

  • Diagnose hardware issues involving Bluetooth, GPS, sensors, and firmware/software using diagnostic APIs and tools

  • Reproduce, isolate, and resolve complex issues such as multi-device confusion, virtual fence behavior, and intermittent connectivity

End-to-End Ticket Ownership

  • Manage support tickets from first report through confirmed resolution

  • Provide accurate root cause analysis and timely follow-up

  • Translate technical findings into clear, actionable guidance for customers and Tier 1 support

Documentation & Process Design

  • Create and continuously refine SOPs, runbooks, quick-start guides, and troubleshooting documentation

  • Maintain a structured, searchable, and up-to-date knowledge base

Communication & Collaboration

  • Act as the primary technical point of contact for escalated issues

  • Work directly with third-party engineering teams to expedite fixes with clear context and ownership

Quality Metrics & Continuous Improvement

  • Monitor support KPIs such as CSAT, First-Contact Resolution, and SLA compliance

  • Lead post-mortems on critical or escalated issues and implement preventive improvements

Requirements

  • 5+ years of hands-on experience in technical support or field engineering for IoT or hybrid hardware/software systems

  • Strong skills in debugging Bluetooth, GPS, firmware, and API-based integrations

  • Advanced user of support tools like Zendesk and documentation platforms

  • Excellent written and verbal communication skills; able to explain complex topics clearly and concisely

  • Highly organized, process-oriented, and self-motivated; continuously improves workflows based on real-world feedback

  • Comfortable working across multiple time zones and taking full ownership of technical issue resolution

Share this job:
Please let TechBiz Global know you found this job on Remote First Jobs 🙏

Similar Remote Jobs

Latest Jobs at TechBiz Global

Benefits of using Remote First Jobs

Discover Hidden Jobs

Unique jobs you won't find on other job boards.

Advanced Filters

Filter by category, benefits, seniority, and more.

Priority Job Alerts

Get timely alerts for new job openings every day.

Manage Your Job Hunt

Save jobs you like and keep a simple list of your applications.

Search remote, work from home, 100% online jobs

We help you connect with top remote-first companies.

Search jobs

Hiring remote talent? Post a job

Frequently Asked Questions

What makes Remote First Jobs different from other job boards?

Unlike other job boards that only show jobs from companies that pay to post, we actively scan over 20,000 companies to find remote positions. This means you get access to thousands more jobs, including ones from companies that don't typically post on traditional job boards. Our platform is dedicated to fully remote positions, focusing on companies that have adopted remote work as their standard practice.

How often are new jobs added?

New jobs are constantly being added as our system checks company websites every day. We process thousands of jobs daily to ensure you have access to the most up-to-date remote job listings. Our algorithms scan over 20,000 different sources daily, adding jobs to the board the moment they appear.

Can I trust the job listings on Remote First Jobs?

Yes! We verify all job listings and companies to ensure they're legitimate. Our system automatically filters out spam, junk, and fake jobs to ensure you only see real remote opportunities.

Can I suggest companies to be added to your search?

Yes! We're always looking to expand our listings and appreciate suggestions from our community. If you know of companies offering remote positions that should be included in our search, please let us know. We actively work to increase our coverage of remote job opportunities.

How do I apply for jobs?

When you find a job you're interested in, simply click the 'Apply Now' button on the job listing. This will take you directly to the company's application page. We kindly ask you to mention that you found the position through Remote First Jobs when applying, as it helps us grow and improve our service 🙏

Apply