Technical Support Team Lead guiding six specialists for a 24/7 B2B SaaS platform serving hospitality and transportation operations. Owning escalations, KPIs, incidents, and support tooling.
About the role
- Technical Support Team Lead managing IoT Solutions Engineers for Teltonika’s GPS telematics products. Driving customer issue resolution, team performance, hiring, and agile process improvement.
Responsibilities
- Manage a team of IoT Solutions Engineers
- Guarantee fast, high-quality customer issue resolution
- Provide guidance on technical and procedural matters
- Support team members’ professional development and competence growth
- Prioritize, analyze, and assist in resolving incoming helpdesk tickets
- Collaborate with the Sales department and R&D team
- Plan team resources and participate in the hiring process
- Monitor team performance metrics and maintain or improve KPI results
- Oversee and balance team workload
- Ensure high-quality team output and strong customer satisfaction
- Create, improve, or initiate processes
- Provide continuous, constructive feedback to the team and stakeholders
- Work in an agile environment and contribute to effective agile practices
Requirements
- Proficiency in English (B2 level or higher); English is the primary working language
- Other language is an advantage
- Experience working with technical products
- Organizational skills
- Results-oriented skills
- Communication skills
- Constructiveness and conscientiousness
- Strong problem-solving skills
- Strong analytical thinking
- Ability to formulate proposals, insights, and solutions
- Flexibility to adapt to changing technologies and processes
- Management experience in customer service is an advantage
- Familiarity with GitLab or Jira
- Ability to work at least 3 days from the Toronto office
Benefits
- Company funded health insurance
- RRSP
- 3 weeks of Paid Vacation
- 6 Sick days
- Day off on your Birthday
- Summer working hours in June and July
- Company's Events
- Career opportunity to grow your career and shape finance processes and standards in a rapidly growing, innovative and global IoT organization
- Hands-on involvement in complex, real-world finance and accounting topics
- Professional, ambitious, and supportive team environment
- Flat hierarchy
- Fast decision-making
- Real ownership over outcomes
- Hybrid work arrangement
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Degree requirement
No Education Requirement
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