Líder de Equipe - Technical Support

Genetec

About The Position

The Technical Support Team Leader oversees the proper management of technical support operations, facilitates communication between internal teams (T2, R&D, Pro Services, Customer Services, etc.) across LATAM, and also acts as an internal Genetec coordinator for process compliance and stakeholder engagement.

Requirements

Knowledge of Genetec products
Knowledge of Genetec customers
Knowledge of Windows operating systems
Understanding of IP networking principles
Knowledge of low-latency electrical circuits
Knowledge of PC configuration and troubleshooting
General IT knowledge
Network knowledge (Switches, Routers, etc.)
MCSE, CCNA certifications
24/7 availability may be required
Candidate must be proficient in English, Portuguese, and Spanish

Responsibilities

Technical Support Operations Management
Monitor team and individual performance indicators (KPIs): Level 1 focus: 1BDR (Business Day Resolution), 1 Week DR, Customer follow-up, CSAT, etc.
Encourage a collaborative approach within the team on support cases to ensure the correct analytical approach is adopted
Support Genetec key accounts
Transfer analytical and technical troubleshooting skills to support engineers to help them manage and resolve cases faster
Anticipate task conflicts and organizational changes based on priorities
Manage escalations with CX Manager
Escalation Coordination with R&D, T2 level, Project Managers
Handle the most complex cases and strategic customers
Allocate support resources accordingly
Coordinate activities and information flow between Genetec functional teams and customers (e.g., Product Management, R&D, Sales, and Sales Engineering) on SWAT tasks
Participate in risk and impact assessment and mitigation
Provide internal technical feedback to product groups (IPG)
Actively contribute through close follow-up to reducing SWAT TTR
Team Management
Assist the CX Manager in evaluating team and individual performance
Ensure the team’s product knowledge level is sufficient and suggest necessary training and actions (coaching, observation, mentoring)
Contribute to the hiring process
Ensure team members actively participate in scheduled team meetings (stand-ups, retrospectives, grooming, etc.)
Responsible for training and onboarding new team members on tools, systems, and procedures
Address interpersonal issues within the team
Dedicate time to mentoring support engineers
Support Practices and Processes
Ensure all processes are known and applied
Strive to improve processes for greater efficiency
Develop preventive and proactive services
Ensure best practices in the use of management and operational tools (CRM, SWAT, Five9, etc.)