Job 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 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