Position: Technical Support Team Lead
Company: ThingsBoard
Category: Support
Experience required: 3y
English level: upper

The Technical Support Team Lead’s role is to coordinate the Technical Support staff and ensure that clients are receiving the appropriate assistance. This includes the responsibility of coordinating all procedures related to the identification, prioritization, and resolution of clients' help requests, including the monitoring, tracking, and coordination of Technical Support functions.

Required skills:
— 2+ years of management experience (preferably in SaaS global company);
— 4+ years of experience in technical support/ application engineer etc.;
— Strong interpersonal skills with an excellent customer service attitude;
— Appreciable experience working with servers and Dbs (PostgreSQL, Cassandra, etc);
— Experience in technical analysis;
— Highly motivated individual, with a positive & proactive attitude;
— Good English language skills (B1-B2 level) — spoken and written (including technical writing);
— Experience teaching, coaching, or training team members.

Advantages:
— Knowledge of JavaScript;
— Debugging and deep-dive investigation skills;
— Deep understanding of crisis management, workflows, policies, and processes;
— Remote access technologies.

Responsibilities:
— Be a key player in building a support team in a challenging hyper-growth environment;
— Mentor, advise and lead your team members in their journey to best support ThingsBoard users;
— Arrange and review the scheduling activities for the technical support team;
— Set expectations of team performance based on feedback and transparency, while achieving their collective and individual goals;
— Collaborate with other departments;
— Lead by example, handling customer interactions with creative problem solving;
— Analyze the performance of Technical Support activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance the quality of service and to prevent future problems.

We offer:
— Working on an open-source IoT platform that has thousands of installations all over the world and 7000+ stars on GitHub;
— A high-professional team without bureaucracy and management overhead;
— Career growth opportunities and regular salary review;
— Flexible work hours;
— Free English classes;
— Comfortable office and fridge with free beverages.