Technical Support Team Lead

GVR is seeking a highly skilled and experienced Technical Support Engineer Team Lead to join our Tier 3 team. In this critical role, you will provide technical assistance to support customers and your technical teams, Troubleshoot and solve customers product related problems remotely and on-site based on the SLA, resolve complex issues, and ensure the seamless operation of our Passport X product within diverse customer environments.

Responsibilities:

• Currently leading and managing a team of 3-4 support engineers for the last 2-4 years.

• 3-5 years of experience in a technical support/ professional services role

• providing guidance, and ensuring the team is working effectively and efficiently based on SLA

• Define Processes and issues RCA on demand.

• Develop a deep understanding of GVR's products and their integration within customer infrastructures.

• Deliver Tier 3 technical support by diagnosing, troubleshooting, and resolving complex software and hardware issues.

• Build and maintain an internal lab environment to replicate customer setups for effective problem resolution.

• Investigate, simulate, and analyze technical problems to identify root causes and implement solutions.

• Collaborate closely with Technical Support, QA, and Product Development teams to address recurring issues and enhance product quality.

• Document solutions and create comprehensive knowledge base articles to support ongoing customer success.

• Interact directly with customers to understand and diagnose their technical challenges.

• Engage directly with customers to understand their challenges and guide them through the resolution process with professionalism and clarity.

• Participate in a 24/7 on-call rotation to support critical incidents outside regular business hours.