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.