Technical Support Lead

TechBiz Global GmbH
Lagos, Lagos State
Full time
3 weeks ago

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

Apply
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