Technical Support Team Lead (Autonomous Drone Surveillance)

Our client is an autonomous drone inspection and monitoring solution company. They are seeking an experienced Technical Support Team Lead to join their North America's Support Team. This position offers a substantial opportunity to exercise your in-depth knowledge of hardware and software platforms. You will work with various customers and play a critical role in their day-to-day support.

Their team comprises software and hardware engineers, industry experts, and professionals passionate about innovation and driven to push the boundaries of what’s possible with software, AI, and hardware.

Key Responsibilities:

• Lead the daily support shift, conducting sync meetings, prioritizing and tracking work, and driving for resolution
• Assume responsibility for managing the daily support shift, ensuring smooth operations and effective problem resolution
• Review and analyze daily ticket investigations, providing Level 3 support for escalated technical issues
• Assume ownership of the technical problems reported by their customers and triage them as needed
• Process customer inquiries containing technical issues and feedback to provide solutions and resolutions
• Adhere to procedures for properly escalating issues to the appropriate internal teams and key stakeholders
• Manage and maintain updated records of failures, maintenance activities, and bugs
• Contribute to the company's support knowledgebase and manage and maintain relevant support guides/articles
• Manage the team’s competency for satisfactory performance
• Maintain the company's SLAs as established to support their customers
• Engage in customer meetings to address support issues and requirements
• Collaborate with R&D and product teams to prioritize issues and push for resolution
• Participate in on-call rotation for urgent support needs: once a week, 5 pm - 12 am

Requirements:

• 3-5 yrs work experience as a Technical Support Engineer Lead or similar role
• Bachelor's degree in engineering, computer science, or related field
• Hands-on experience with Windows and Linux operating systems
• Solid understanding of how hardware and software platforms interact with one another
• Effective troubleshooter and problem-solver
• Exceptional English communication skills – both written and oral
• Ability to prioritize varying workloads, and communicate and escalate technical issues to stakeholders
• Strong familiarity with CRMs and ticketing/support systems (Zendesk, Salesforce, Intercom, Freshdesk)
• Proficiency in scripting, python, or C
• Experience with UAV/UAS systems - nice to have