Head of Technical Customer Support

About the role

As Head of Technical Customer Support you will champion the post‑purchase journey, leading a small team to deliver fast, accurate and empathetic solutions to complex technical issues.

Key responsibilities

• Mentor and coach two Support Technicians, fostering continuous learning and technical excellence.
• Act as the escalation point for satellite hardware, cellular IoT devices and network connectivity problems, diagnosing firmware bugs, routing anomalies and hardware failures.
• Maintain and improve ticketing workflows, refine support processes and ensure high‑quality documentation and help‑centre articles.
• Collaborate with Product, Engineering and Sales to advocate for customer needs and drive product improvements.

Required profile

• Minimum 3 years experience in a technical support leadership or supervisory role.
• Hands‑on experience with high‑tech hardware/software, telecom, satellite communications or IoT.
• Proven ability to turn frustrated users into brand advocates through clear communication.
• Strong curiosity and a habit of digging into technical puzzles until root cause is found.

Required skills

• Networking protocols
• Cellular communications
• Satellite communication systems
• Firmware debugging
• Network routing
• Hardware troubleshooting
• Ticketing system management

What we offer

• Relaxed yet professional environment where teamwork is valued.
• Opportunity to shape support standards and influence product direction.