[Hiring] Team Leader / Technical Support @Genetec

Role Description

The Technical Support Team Leader oversees the proper management of technical support operations, facilitates communication between internal teams (T2, R&D, Pro Services, Customer Services, etc.) across LATAM, and also acts as an internal Genetec coordinator for process compliance and stakeholder engagement.

Qualifications

• Knowledge of Genetec products
• Knowledge of Genetec customers
• Knowledge of Windows operating systems
• Understanding of IP networking principles
• Knowledge of low-latency electrical circuits
• Knowledge of PC configuration and troubleshooting
• General IT knowledge
• Network knowledge (Switches, Routers, etc.)
• MCSE, CCNA certifications
• 24/7 availability may be required
• Candidate must be proficient in English, Portuguese, and Spanish

Requirements

• Monitor team and individual performance indicators (KPIs): Level 1 focus: 1BDR (Business Day Resolution), 1 Week DR, Customer follow-up, CSAT, etc.
• Encourage a collaborative approach within the team on support cases to ensure the correct analytical approach is adopted.
• Support Genetec key accounts.
• Transfer analytical and technical troubleshooting skills to support engineers to help them manage and resolve cases faster.
• Anticipate task conflicts and organizational changes based on priorities.
• Manage escalations with CX Manager.
• Escalation Coordination with R&D, T2 level, Project Managers.
• Handle the most complex cases and strategic customers.
• Allocate support resources accordingly.
• Coordinate activities and information flow between Genetec functional teams and customers (e.g., Product Management, R&D, Sales, and Sales Engineering) on SWAT tasks.
• Participate in risk and impact assessment and mitigation.
• Provide internal technical feedback to product groups (IPG).
• Actively contribute through close follow-up to reducing SWAT TTR.
• Assist the CX Manager in evaluating team and individual performance.
• Ensure the team’s product knowledge level is sufficient and suggest necessary training and actions (coaching, observation, mentoring).
• Contribute to the hiring process.
• Ensure team members actively participate in scheduled team meetings (stand-ups, retrospectives, grooming, etc.).
• Responsible for training and onboarding new team members on tools, systems, and procedures.
• Address interpersonal issues within the team.
• Dedicate time to mentoring support engineers.
• Ensure all processes are known and applied.
• Strive to improve processes for greater efficiency.
• Develop preventive and proactive services.
• Ensure best practices in the use of management and operational tools (CRM, SWAT, Five9, etc.).

Benefits

• Language classes
• Transportation and food allowances
• Gym pass
• Health and Dental plan
• Life Insurance

Company Description

Genetec is an equal opportunity employer; we strive for diversity and inclusion through our hiring approach, as well as through the training and professional development we provide. We partner with external organizations and implement internal initiatives to offer a welcoming work environment for employees of all backgrounds.