PSocial network you want to login/join with: /ppAt TechBiz Global, we are providing recruitment service to our TOP clients from our portfolio. We are currently seeking a strongTechnical Support Lead /strong to join one of our strongclients /strong' teams. If you're looking for an exciting opportunity to grow in a innovative environment, this could be the perfect fit for you. /ppstrongResponsibilities: /strong /ppDiagnose hardware issues involving Bluetooth, GPS, sensors, and firmware/software using diagnostic APIs and tools /ppReproduce, isolate, and resolve complex issues such as multi-device confusion, virtual fence behavior, and intermittent connectivity /ppstrongEnd-to-End Ticket Ownership /strong /ppManage support tickets from first report through confirmed resolution /ppProvide accurate root cause analysis and timely follow-up /ppTranslate technical findings into clear, actionable guidance for customers and Tier 1 support /ppstrongDocumentation Process Design /strong /ppCreate and continuously refine SOPs, runbooks, quick-start guides, and troubleshooting documentation /ppMaintain a structured, searchable, and up-to-date knowledge base /ppAct as the primary technical point of contact for escalated issues /ppWork directly with third-party engineering teams to expedite fixes with clear context and ownership /ppstrongQuality Metrics Continuous Improvement /strong /ppMonitor support KPIs such as CSAT, First-Contact Resolution, and SLA compliance /ppLead post-mortems on critical or escalated issues and implement preventive improvements /pp5+ years of hands-on experience in technical support or field engineering for IoT or hybrid hardware/software systems /ppStrong skills in debugging strongBluetooth /strong, strongGPS /strong, strongfirmware /strong, and API-based integrations /ppAdvanced user of support tools like strongZendesk /strongand documentation platforms /ppExcellent written and verbal communication skills; able to explain complex topics clearly and concisely /ppHighly organized, process-oriented, and self-motivated; continuously improves workflows based on real-world feedback /ppComfortable working across multiple time zones and taking full ownership of technical issue resolution /ppAdditional Information: /ppThe team provides hands-on support from 09:00–21:00 EST /ppShould be flexible for urgent escalations and cross-time zone handovers /p #J-18808-Ljbffr