Technical Support Manager - IoT
Location
Secunderabad | India
Job description
About CyberEye:
CyberEye is a technology company working on solving the toughest challenges in critical sectors of Government and Industry, using cutting-edge technologies such as Internet of Things/LPWAN & Cybersecurity. CyberEye is engaged in offering end-to-end IoT & IT solutions and services to a multitude of organizations.
- One of the early adopters of LoRaWAN® technology.
- Brought The Things Conference - a flagship conference about LoRaWAN® and Low Power Internet of Things, to India.
Know more about
About Project:
As part of IoT Managed Services, we offer value-added technical customer support, incident management, proactive monitoring and maintenance of technical infrastructure for our clients.
Job Summary: As a Technical Support Manager, you will manage a Technical Support team providing customer support and incident management services for The Things Stack and LoRaWAN . This includes providing leadership to the team's technical staff, interfacing with Engineering on customer-impacting fixes and enhancements, recruiting and development of support staff, and guiding and exceeding team metrics. The successful candidate will also have responsibility to participate in efforts for developing and implementing world-class technical support services, knowledge base content, best practices and methodologies to deliver unsurpassed service and support.
Responsibilities:
- Lead a team of 5 to 8 technical support engineers for The Things Stack .
- Improve customer relationships by providing timely (meet SLAs) and accurate responses.
- Ensure high availability of IoT services on AWS infrastructure by following Incident management playbooks. Handle escalations effectively.
- Act as the main point of contact between the engineering team and customers.
- Develop technical knowledge to guide team investigations.
- Plan and track project deliverables on a weekly, monthly, and quarterly basis.
- Manage hiring and training for Technical Support Engineers.
- Review case quality and coach the team for improved customer experience.
- Collect and analyze product feedback.
- Review and enhance product documentation.
- Foster a positive team environment, and promote knowledge sharing. Encourage continuous improvement suggestions from the team.
- Identify and address project dependencies.
- Provide operational coverage outside regular business hours during incidents.
What are we looking for
- 2+ years of experience in technical customer support and/or project management.
- Excellent communication skills for conveying technical information to diverse stakeholders.
- Strong problem-solving ability for analyzing complex technical issues.
- Attention to detail and accuracy.
- Proactive approach to meeting deadlines.
- Flexibility to adjust priorities and maintain a positive work ethic.
- Proficiency in task outlining, scheduling, and resource management.
- Capacity to monitor team workload and address resource limitations.
- Availability for on-call support during critical customer outages with a focus on customer satisfaction.
- Interest in learning about new and advanced technologies, particularly IoT/LPWAN.
- Demonstrated commitment to providing exceptional customer care.
- Ability to advocate for change and support new initiatives.
- Proficiency in presenting problem resolutions, root cause analyses, and corrective actions to customer-facing teams and clients.
- Experience with ticketing systems, with preference for Atlassian Jira Service Management.
- Bachelor's or Master's degree in Computer Science or related field.
Good to have:
- Previous experience in IoT, LoRaWAN Technology or The Things Stack would be a plus
- Any related certifications such as The Things Certification or LoRaWAN Academy would be a plus
- Any AWS Cloud certification would be a plus
Languages Known:
- Working Proficiency in English - ability to communicate clearly in English both orally and in writing is required
Working Days:
CTC:
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