Job Summary:
This role is responsible for managing and delivering technical support for M2M devices and airtime services (mobile and satellite) across a large, diverse customer base. The role is hands-on – personally troubleshooting and resolving complex issues while guiding and developing a small team of L2 support engineers. The role works closely with the Sales, Accounts, and mobile network provider teams to ensure prompt and effective issue resolution for customers .
Own the end-to-end incident management lifecycle at a L2/L3 layer – define, document, and continuously improve processes; drive team adherence through training, audits, and corrective action [ 1 0% ] .
Review and triage incoming customer tickets daily; assign issues to team members based on skill level , while personally managing complex or high-impact issues through to resolution ; maintain clear and timely communication with customers throughout the issue lifecycle, c ollaborat ing with Sales and Accounts teams to ensure consistent communication and a coordinated response . [ 35 % ]
Manage day-to-day team operations including workload distribution, rostering, and performance coaching ; act as the first escalation point for team members and support them in resolving issues assigned to them . [ 1 0% ]
Engag e proactively with airtime service providers on new service s /platform s /product s or changes to existing ones ; lead the planning, testing, and execution of onboarding activities to ensure seamless transitions with minimal customer impact . [ 2 5 % ]
Minimum eight (8) years of experience in a technical support role (L2 or L3), including at least five (5) years supporting mobile airtime services, IP networks , and M2M devices , and at least three (3) years leading a technical support team .
