Technical Support Manager
Job Summary
To lead a 24/7 global support operation, the full-time remote Technical Support Manager will manage an offshore team, optimize support processes, and act as the escalation point for complex technical issues related to IoT and connectivity.
Key Responsibilities
- Lead, mentor, and manage the offshore technical support team while fostering a customer-centric culture
- Design and continuously improve support processes, including ticketing and technical documentation
- Act as the primary escalation point for critical customer incidents and diagnose complex connectivity issues
Required Qualifications
- 5+ years in technical support within telecom, MVNO, or IoT/M2M SaaS environments
- 2+ years in a management role, with experience managing remote or offshore teams
- Strong understanding of the mobile/cellular ecosystem and eSIM architecture
- Proven experience supporting B2B hardware manufacturers or IoT solution providers
- Exceptional problem-solving skills and ability to manage crises effectively
Complete Job Description
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