Technical Support Team Lead | Telematics

Job summary

Lead and develop a team of IoT Solutions Engineers, guiding technical support work and prioritizing, analyzing, and resolving customer helpdesk tickets. Manage team resources, workload, hiring, performance metrics, customer satisfaction, and process improvements while collaborating with Sales and R&D in an agile environment.

Job details

We are hiring a Technical Support Team Lead to manage a team of IoT Solutions Engineers and guarantee fast, high-quality customer issue resolution. Success in this role requires technical know-how, leadership, and strong people skills. Teltonika’s telematics business unit develops and produces easy-to-use GPS tracking devices for effective fleet management in logistics, agriculture, car sharing, construction, and more. Using the latest technologies, Teltonika sets new standards for the telematics industry. In this role, you will: Provide guidance to the team on technical and procedural matters, ensuring smooth issue resolution. Support the professional development of team members and foster their competence growth. Prioritize, analyze, and assist in resolving incoming helpdesk tickets. Collaborate closely with the Sales department and the R&D team. Plan team resources and take part in the hiring process. Monitor team performance metrics and work to maintain or improve KPI results. Oversee and balance the team’s workload. Ensure high-quality team output and a strong customer satisfaction index. Create, improve, or initiate new and existing processes. Provide continuous and constructive feedback to the team and other stakeholders. Work in an agile environment and contribute to effective agile practices. What we expect of you: Proficiency in English (B2 level or higher) as it will be your primary working language, other language is an advantage. Experience working with technical products. Organizational, results-oriented, and communication skills. Constructiveness, conscientiousness, and strong problem-solving skills. Strong analytical thinking and the ability to formulate proposals, insights, and solutions. Flexibility to adapt to changing technologies and processes. Management experience in customer service would be an advantage. Familiar with tools like GitLab or Jira. What we offer: Work type: Hybrid (at least 3 days from office); Office location: 20 Dundas St W, Toronto, ON Career: opportunity to grow your career and shape finance processes and standards in a rapidly growing, innovative and global IoT organization Hands-on involvement in complex, real-world finance and accounting topics (go-to-market, margin optimization, international structures etc.) Benefits: company funded health insurance; RRSP; 3 weeks of Paid Vacation; 6 Sick days + day off on your Birthday; Summer working hours on June and July months; Company's Events Work Environment: professional, ambitious, and supportive team with a strong execution mindset; Flat hierarchy, fast decision-making, and real ownership over outcomes Compensation: $85,000 - $110,000 *Artificial intelligence tools are not used at any stage of the hiring process for this role. *This job posting is for an existing vacancy.

What you’ll do

Lead and develop a team of IoT Solutions Engineers, guiding technical support work and prioritizing, analyzing, and resolving customer helpdesk tickets. Manage team resources, workload, hiring, performance metrics, customer satisfaction, and process improvements while collaborating with Sales and R&D in an agile environment.

Requirements

Candidates should have experience working with technical products, strong organizational, communication, analytical, and problem-solving skills, and English proficiency at B2 level or higher. Customer service management experience is an advantage, as is familiarity with GitLab or Jira.

Benefits

• Company-Funded Health Insurance
• RRSP
• Three Weeks of Paid Vacation
• Six Sick Days
• Birthday Day Off
• Summer Working Hours
• Company Events

Listed skills

• Technical Support · Preferred
• Team Leadership · Preferred
• Customer service · Preferred
• issue resolution · Preferred
• Performance Monitoring · Preferred
• KPI Management · Preferred
• Process Improvement · Preferred
• Problem solving · Preferred
• Communication · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Technical Support
• Team Leadership
• Customer Service
• Issue Resolution
• Helpdesk Ticket Management
• People Development
• Workload Management
• Resource Planning
• Performance Monitoring
• KPI Management
• Customer Satisfaction
• Process Improvement
• Analytical Thinking
• Problem-Solving
• Communication
• Agile Practices
• Go-to-Market Strategy
• Constructive Feedback
• Conscientiousness
• Accounting
• Agriculture
• Artificial Intelligence
• JIRA
• Management
• Decision Making
• Language Interpretation
• English Language
• Finance
• Sales
• Leadership
• Help Desk Support
• Innovation
• Problem Solving
• Key Performance Indicators (KPIs)
• Team Performance Management
• Prioritization
• Internet Of Things (IoT)
• Gitlab

Job areas

• Customer Service & Support
• Management & Leadership
• Technology
• Technical Support Team Lead
• Technical Support Manager / Supervisor
• Information and Communications Technology User Support Technicians
• Computer User Support Specialists

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