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- Tasks: Lead technical support, diagnose issues, and manage support tickets for innovative tech solutions.
- Company: Join TechBiz Global, a recruitment service connecting top talent with leading 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 problems, and make a tangible impact in tech.
- Qualifications: 5+ years in technical support, strong debugging skills, and excellent communication abilities required.
- Other info: Work across time zones and be ready for urgent escalations in a fast-paced environment.
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 problem-solving skills by preparing examples of complex technical issues you've resolved in the past. Be ready to discuss your thought process and the steps you took to diagnose and fix these problems, as this will demonstrate your capability for end-to-end ticket ownership.
✨Tip Number 3
Research the company culture and values of TechBiz Global and their clients. Understanding their approach to innovation and customer service can help you tailor your responses in interviews and show that you're a good fit for their team.
✨Tip Number 4
Network with current or former employees in similar roles on platforms like LinkedIn. Engaging with them can provide valuable insights into the role and the company, and may even lead to a referral, which can significantly increase your chances of landing the job.
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 firmware, as well as your familiarity with support tools like Zendesk.
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 root cause analysis. Show how your communication skills can translate complex technical issues into clear guidance.
Showcase Problem-Solving Skills: Provide examples in your application of how you've successfully diagnosed and resolved complex technical issues in the past. Highlight your experience with creating documentation and improving processes, as this is crucial for the role.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are key traits for a Technical Support Lead.
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 challenges 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 about handling escalated issues or managing support tickets. Think of specific scenarios from your past experience where you took ownership of a problem and led it to resolution, showcasing your organisational skills and ability to work across time zones.
