Team Lead - Technical Support

📋 Description

• • Own the heartbeat of Dozee’s customer experience by leading a 24×7 technical support team that keeps life-critical medical devices running flawlessly in hospitals and homes across the globe.
• • Drive daily operations, ensuring every SLA, TAT, and KARA is met or exceeded while continuously raising the bar on service quality and speed.
• • Build and manage dynamic rosters that guarantee round-the-clock coverage without burning out your people—balancing workloads, skill sets, and time zones.
• • Be the escalation hero: step in as the primary point of contact for complex client issues, translating technical jargon into clear, empathetic communication that restores trust and keeps customers loyal.
• • Turn every ticket into a learning opportunity—mentor and upskill your team through weekly training sessions, hands-on labs, and knowledge-sharing rituals that create a culture of continuous improvement.
• • Master incident management end-to-end: triage, diagnose, coordinate with engineering and product teams, and deliver root-cause fixes that prevent recurrence.
• • Leverage diagnostic tools, basic scripting, and API integrations to troubleshoot both software and hardware layers—whether it’s a Linux edge device, an Android tablet, or a Bluetooth-connected sensor.
• • Generate crisp, data-rich performance reports that spotlight trends, bottlenecks, and wins; use these insights to pitch process improvements that cut resolution times and delight customers.
• • Maintain bullet-proof documentation: author troubleshooting guides, SOPs, and knowledge-base articles that empower frontline agents and reduce repeat escalations.
• • Collaborate cross-functionally with field service engineers, product managers, and R&D to translate real-world pain points into product enhancements that make the next release smarter and more resilient.
• • Champion a remote-first, high-empathy culture where every team member feels heard, supported, and equipped to thrive in a fast-paced, high-pressure healthcare environment.
• • Stay ahead of the curve on network diagnostics, MDM solutions, embedded systems, and connectivity protocols so your team can resolve internet, Bluetooth, and device-pairing issues before they impact patient care.
• • Influence the future of AI-assisted support—pilot new tools, refine workflows, and ensure human judgment remains at the center of every customer interaction.