Lead Technical Support Specialist

Who we are:

Brady makes products that make the world a safer and more productive place. We are a global leader in safety, identification and compliance solutions for a diverse range of workplaces. From the depths of the ocean to outer space, from the factory floor to the delivery room - we’re just about everywhere you look. Companies around the world trust Brady because of our deep expertise and knowledge across a wide range of industries and applications - powered by our world-class manufacturing capabilities.

We have a diverse customer base in industries including electronics, telecommunications, manufacturing, electrical, construction, healthcare, aerospace and more. As of July 31, 2023, Brady employed approximately 5,600 people worldwide. Our fiscal 2023 sales were approximately $1.33 billion. Brady stock trades on the New York Stock Exchange under the symbol BRC. You can learn more about us at www.bradycorp.com.

Why work at Brady:

A career at Brady means working for a global company that has thrived for over 100 years, and whose innovative spirit drives our future growth.

Brady offers competitive pay and great benefits, supported by a culture that encourages collaboration and innovation. We strive to foster an inclusive workplace where diverse talent can learn, grow, and succeed. And with deeply rooted values, no matter where you work at Brady, you’ll feel connected to the community through our charitable contributions and opportunities to give back.

Our headquarters are in Milwaukee, Wisconsin, but we have more than 70 locations globally, giving our employees the opportunity to work with colleagues around the world.

What we need

Brady is seeking a Lead Technical Support Specialist to serve as the primary technical support contact for both internal and external customers.

In this role, you will provide expert guidance on product features and capabilities, troubleshoot technical issues, and ensure customers receive timely, high-quality support. You will work closely with customers and cross-functional teams to investigate, resolve, and escalate technical inquiries while maintaining strong customer relationships and delivering an exceptional support experience.

The ideal candidate combines strong technical troubleshooting abilities, customer service skills, attention to detail, and a passion for continuous learning and knowledge sharing.

What you'll be doing

• Coverage of Technical Support Helpdesk (Hotline, email, live chat, and web support).
• Provide pre-sales and post-sales technical assistance for internal and external customers, facilitating the identification, investigation, resolution, root cause analysis, and replication of technical issues. Areas include, but are not limited to, product configuration, installation procedures, application functionality, and other aspects related to system operations.
• Ensure timely resolution of support requests and escalate cases to Tier 2 support and/or management when appropriate.
• Build strong relationships with customers and develop a deep understanding of their needs. Keep customers informed on the status of reported issues while maintaining a strong focus on customer service and solution quality.
• Support knowledge-sharing initiatives and apply Knowledge Management Methodology (KCS) guidelines. Contribute to the continuous creation and enhancement of Knowledge Base content.
• Create, track, and monitor CRM records for all incoming support requests. Maintain accurate and up-to-date case information, related activities, and resolutions.
• Maintain and expand product and technical knowledge through self-study and participation in relevant training programs.

Required Qualifications

• Bachelor's degree in a technical field or an equivalent combination of education, experience, and industry-recognized certifications.
• Fluent German and English language skills.
• Minimum 2-3 years of experience in a Technical Support, Service Desk, or Technical Customer Support environment.
• Experience working with Knowledge Management and Call Center best practices.
• Experience working in a multinational environment.
• Strong troubleshooting and problem-solving skills, with the ability to assess the impact, complexity, and urgency of technical issues.
• Basic knowledge of computers, electronics, and related technologies.
• Ability to manage multiple priorities and work both independently and within a team environment.
• Excellent verbal and written communication skills with a strong customer focus.
• Continuous improvement and knowledge-sharing mindset.

Preferred Qualifications

• Experience with Windows CE, Windows Mobile, or similar operating systems.
• Knowledge of barcode, scanning, imaging, and related industry technologies.
• Basic programming knowledge (Visual Studio .NET or similar).
• Understanding of wireless and networking technologies, including WLAN, GSM, GPRS, EDGE, CDMA, GPS, and Bluetooth.
• Experience with network troubleshooting and RF connectivity.
• Industry certifications such as CWNA, CCNA, CCDA, CCNP, or similar.
• Experience using protocol analyzers, network analyzers, and other system monitoring tools.

Benefits

• Complete insurance coverage starting on first day of employment – medical, dental, vision, life
• 401(k) with company match
• Professional development and career growth opportunities
• Collaborative and inclusive work environment
• Global exposure and opportunities to work with international teams

How Brady will support your success

• Comprehensive onboarding and training programs.
• Opportunities to collaborate with global teams and business partners.
• Exposure to customer experience, supply chain, and business transformation initiatives.
• Ongoing professional development and career growth opportunities.
• Supportive and collaborative work environment.
• Opportunities to contribute to digital innovation and continuous improvement programs