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- Tasks: Lead technical support, diagnose issues, manage tickets, and create documentation.
- Company: Join TechBiz Global, a recruitment service connecting top talent with innovative companies.
- Benefits: Enjoy flexible hours, remote work options, and opportunities for professional growth.
- Why this job: Be part of a dynamic team, solve real-world tech problems, and make a difference.
- Qualifications: 5+ years in technical support, strong debugging skills, and excellent communication abilities.
- Other info: Work across time zones and be ready for urgent escalations.
The predicted salary is between 36000 - 60000 £ per year.
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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:
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
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
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
Additional Information:
The team provides hands-on support from 09:00–21:00 EST
Should be flexible for urgent escalations and cross-time zone handovers
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Technical Support Lead employer: TechBiz Global GmbH
Contact Detail:
TechBiz Global GmbH Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Lead
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Bluetooth, GPS, and firmware. Having a solid understanding of these areas will not only boost your confidence but also allow you to engage in meaningful conversations during interviews.
✨Tip Number 2
Showcase your experience with support tools like Zendesk. If you've used similar platforms, be ready to discuss how you leveraged them to improve ticket resolution times or enhance customer satisfaction.
✨Tip Number 3
Prepare examples of how you've handled complex technical issues in the past. Be ready to explain your thought process and the steps you took to resolve these problems, as this will demonstrate your problem-solving skills.
✨Tip Number 4
Highlight your ability to work across different time zones and manage urgent escalations. Share any relevant experiences that showcase your flexibility and commitment to providing excellent support, as this is crucial for the role.
We think you need these skills to ace Technical Support Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical support, especially with IoT or hybrid hardware/software systems. Emphasise your skills in debugging Bluetooth, GPS, and API-based integrations.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific experiences that demonstrate your ability to manage support tickets and provide clear guidance to customers.
Showcase Communication Skills: Since excellent written and verbal communication is crucial for this role, consider including examples of how you've successfully explained complex topics to non-technical audiences in your application.
Highlight Process Improvement Experience: Discuss any previous experience you have in creating or refining documentation, SOPs, or knowledge bases. This will show your potential employer that you are process-oriented and committed to continuous improvement.
How to prepare for a job interview at TechBiz Global GmbH
✨Showcase Your Technical Expertise
Be prepared to discuss your hands-on experience with Bluetooth, GPS, and firmware. Highlight specific examples where you've diagnosed and resolved complex issues, as this will demonstrate your capability to handle the technical demands of the role.
✨Emphasise Communication Skills
Since the role requires translating technical findings into clear guidance, practice explaining complex topics in simple terms. This will show that you can effectively communicate with both customers and Tier 1 support.
✨Demonstrate Process Orientation
Discuss your experience with creating and refining documentation like SOPs and troubleshooting guides. Share examples of how you've maintained a structured knowledge base, as this aligns with the company's focus on continuous improvement.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills in real-world scenarios. Think of situations where you've managed support tickets from start to finish, and be ready to explain your thought process and the outcomes.
