Lead Technical Support Engineer

Job Summary:

We are looking for a skilled and motivated Tech Support Team Lead to manage and guide our technical support team. This role will be responsible for overseeing the day-to-day operations of the support desk, ensuring prompt resolution of customer issues related to access control systems, and driving continuous improvement in customer satisfaction and service quality. 

Key Responsibilities:

 Lead and manage a team of technical support engineers handling Level 1 & 2 support.

 Provide technical guidance on access control hardware (controllers, readers, door locks) and software (management platforms, mobile apps, etc.).

 Supervise ticket management, ensure SLA compliance, and optimize resolution time.

 Troubleshoot complex escalated issues and coordinate with engineering/product teams as needed.

 Train team members on new technologies, procedures, and best practices.

 Develop and maintain a knowledge base and support documentation.

 Monitor team performance using KPIs (First Contact Resolution, CSAT, Ticket Volume, etc.).

 Assist in onboarding new clients and technical training for partners/distributors.

 Conduct regular audits of support quality and identify areas for improvement.

 Collaborate with product and QA teams to relay field feedback and bugs.

Required Skills & Qualifications:

 Bachelor’s degree in Electronics, IT, Computer Science, or related field.

 Minimum 5 years’ experience in technical support, preferably in physical security or access control systems.

 Strong knowledge of access control protocols (Wiegand, OSDP, TCP/IP), networking fundamentals, and cloud-based platforms.

 Familiarity with systems like HID, ZKTeco, Suprema, Honeywell, or similar brands.

 Experience with helpdesk tools (e.g., Zendesk, Freshdesk, Jira).

 Strong problem-solving, team management, and communication skills.

 Ability to handle pressure and manage escalations calmly and efficiently.

Preferred Qualifications:

 Certifications in IT/networking (e.g., CCNA, CompTIA) or access control systems.

 Experience with IoT integrations, REST APIs, or mobile credential systems.

 Prior work in SaaS-based access control platforms