Technical Support Lead Bucharest

Technical Support Lead
Bucureşti
Bucharest, Bucharest, Romania

At Tech
Biz 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
  - 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
  - up
• Translate technical findings into clear, actionable guidance for customers and Tier 1 support

Documentation & Process Design

• Create and continuously refine SOPs, runbooks,
  - start guides, and troubleshooting documentation
• Maintain a structured, searchable, and
  -
  - date knowledge base

Communication & Collaboration

• Act as the primary technical point of contact for escalated issues
• Work directly with
  - 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
  - mortems on critical or escalated issues and implement preventive improvements
  
  

• 5+ years of
  - on experience in technical support or field engineering for Io
  T 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,
  - oriented, and
  - motivated; continuously improves workflows based on
  - world feedback
• Comfortable working across multiple time zones and taking full ownership of technical issue resolution