Technical Support Manager (IoT/Telematics)

We are a world-leading smart mobility SaaS company with over 2,000,000 subscribers across 23 countries and we are looking for an Technical Support Manager/TL to join our team. Our teams are collaborative, vibrant and fast-growing and all team members are empowered with the freedom to influence our business with ideas that drive innovation and efficiency.

Job Responsibilities:

Support Operations & Performance

• Monitor and ensure departmental productivity and service level objectives are achieved.
• Oversee day-to-day operations within the support team, ensuring efficient case handling and timely resolution of all technical issues.
• Conduct regular OTRS (Open-Ticket Request System) reviews to assess ticket handling quality, response times, and escalation effectiveness.

IoT System & Product Monitoring

• Proactively monitor the health, connectivity, and performance of all IoT sensors and systems.
• Essential requirement: Proven experience within the IoT/Telematics industry for managing sensor systems and connectivity solutions.
• Identify exceptional cases, anomalies, or potential failures and initiate appropriate repair or maintenance processes.
• Recommend enhancements to improve IoT system reliability, scalability, and performance.

Customer Support & Escalation Management

• Manage and oversee the escalation process for customer support issues to ensure prompt resolution and customer satisfaction.
• Act as a key point of contact for critical issues requiring coordination between technical, engineering, and management teams.
• Establish and maintain an escalation matrix to ensure structured communication and accountability.

Continuous Improvement & Product Development Support

• Analyze customer feedback, support data, and industry trends to identify opportunities for product and service improvements.
• Provide detailed technical insights and feedback to assist in new product feasibility and development initiatives.

Job Requirements:

• Bachelor's degree in engineering with strong electronics / technical experiences.
• Minimum of 5 years' experience in the role and experience in managing and grow a team.
• Demonstrated experience managing teams of 2-5 people in a technical support environment.
• Experience in System Integrator (SI) industry or familiar with SaaS platform is an added advantage.
• Proven track record in incident and troubleshooting management.
• Good leadership and people management skills and ability to work under pressure.
• Excellent communication and interpersonal skills.
• Hands-on and a can-do attitude.
• Technically independent with good initiative.
• Strong analytical and problem-solving skills with an out-of-box approach in providing solutions.