Tealcommunicationsinc·6 days ago
6 days ago
Technical Support Manager
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What you'll do
- Lead, mentor, and manage our 24/7 offshore technical support team (Level 1 & Team Lead).
- Foster a customer-centric and high-performance culture within the distributed team.
- Design, document, and continuously improve all support processes, including ticketing (FreshDesk), knowledge base (Atlassian Confluence), and escalation procedures.
- Create and maintain technical documentation and playbooks for common and emerging issues.
- Act as the primary technical escalation point for critical customer incidents, platform outages, and complex connectivity scenarios.
- Triage, investigate, and own high-priority issues from start to finish, coordinating with internal Engineering, Product, and Carrier Relations teams.
- Diagnose complex issues related to eSIM provisioning, SM-SR/SM-DP/EIM interactions, platform APIs, and MNO core network behavior.
- Communicate clearly and effectively with high-value B2B customers during critical incidents.
- Analyze support ticket trends to provide actionable feedback to the Product and Engineering teams, helping to improve product reliability and functionality.
What they're looking for
- 5+ years in technical support for a telecom, MVNO, or IoT/M2M SaaS company.
- 2+ years in a management or team lead role, with direct experience managing remote or offshore technical teams in a 24/7 environment.
- Deep Domain Knowledge: Strong understanding of the mobile/cellular ecosystem (MNOs, MVNOs, 3GPP).
- Experience in eSIM architecture and GSMA standards, including the technical differences and support challenges of SGP.02 (M2M) and SGP.32 (IoT) specifications.
- Familiarity with IoT connectivity platforms (CMPs) and M2M/IoT device behavior.
- Proven B2B Support: Experience supporting B2B hardware manufacturers or IoT solution providers.
- Process Expert: A systems-thinker with a proven track record of building and scaling support operations (ITIL or similar process-framework experience is a plus).
- Crisis Management: Exceptional problem-solving skills and a calm, composed demeanor during high-pressure situations.
Nice to have
- Experience with IoT protocols (MQTT, CoAP, LwM2M).
- Hands-on experience with API-based support and troubleshooting.
- Direct experience working with customers in the EV, telematics, or drone industries.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
About Teal
Teal Communications, Inc. (“Teal”) is a high-growth technology company that builds cloud-native network software to connect Physical AI & IoT devices to data networks globally. Teal has been recognized by Inc. 5000 and Deloitte's Fast 500 as one of the fastest growing private companies in the United States (#1 in Seattle-Metro and #9 Software Company in the United States). We are looking for a technical, customer-obsessed, and commercially aware Technical Support Manager to lead our 24/7 global support operations.
This is a critical, high-visibility role focused on ensuring our B2B customers -innovators in EV charging, autonomous drones, smart metering, and other IoT verticals receive world-class technical support. You will be responsible for managing our offshore support team, optimizing all support processes, and acting as the escalation point for complex connectivity and provisioning issues.
The ideal candidate is a process-driven leader with a deep technical understanding of the mobile and IoT ecosystem, specifically GSMA standards for M2M (SGP.02) and the new IoT specification (SGP.32).
Key Responsibilities
Teal Communications, Inc. (“Teal”) is a high-growth technology company that builds cloud-native network software to connect Physical AI & IoT devices to data networks globally. Teal has been recognized by Inc. 5000 and Deloitte's Fast 500 as one of the fastest growing private companies in the United States (#1 in Seattle-Metro and #9 Software Company in the United States). We are looking for a technical, customer-obsessed, and commercially aware Technical Support Manager to lead our 24/7 global support operations.
This is a critical, high-visibility role focused on ensuring our B2B customers -innovators in EV charging, autonomous drones, smart metering, and other IoT verticals receive world-class technical support. You will be responsible for managing our offshore support team, optimizing all support processes, and acting as the escalation point for complex connectivity and provisioning issues.
The ideal candidate is a process-driven leader with a deep technical understanding of the mobile and IoT ecosystem, specifically GSMA standards for M2M (SGP.02) and the new IoT specification (SGP.32).
Key Responsibilities
- Team Leadership & Management:
- Lead, mentor, and manage our 24/7 offshore technical support team (Level 1 & Team Lead).
- Foster a customer-centric and high-performance culture within the distributed team.
- Process Oversight & Optimization:
- Design, document, and continuously improve all support processes, including ticketing (FreshDesk), knowledge base (Atlassian Confluence), and escalation procedures.
- Create and maintain technical documentation and playbooks for common and emerging issues.
- Technical Escalation Management:
- Act as the primary technical escalation point for critical customer incidents, platform outages, and complex connectivity scenarios.
- Triage, investigate, and own high-priority issues from start to finish, coordinating with internal Engineering, Product, and Carrier Relations teams.
- Diagnose complex issues related to eSIM provisioning, SM-SR/SM-DP/EIM interactions, platform APIs, and MNO core network behavior.
- Customer & Stakeholder Advocacy:
- Communicate clearly and effectively with high-value B2B customers during critical incidents.
- Analyze support ticket trends to provide actionable feedback to the Product and Engineering teams, helping to improve product reliability and functionality.
- 5+ years in technical support for a telecom, MVNO, or IoT/M2M SaaS company.
- 2+ years in a management or team lead role, with direct experience managing remote or offshore technical teams in a 24/7 environment.
- Deep Domain Knowledge:
- Strong understanding of the mobile/cellular ecosystem (MNOs, MVNOs, 3GPP).
- Experience in eSIM architecture and GSMA standards, including the technical differences and support challenges of SGP.02 (M2M) and SGP.32 (IoT) specifications.
- Familiarity with IoT connectivity platforms (CMPs) and M2M/IoT device behavior.
- Proven B2B Support: Experience supporting B2B hardware manufacturers or IoT solution providers.
- Process Expert: A systems-thinker with a proven track record of building and scaling support operations (ITIL or similar process-framework experience is a plus).
- Crisis Management: Exceptional problem-solving skills and a calm, composed demeanor during high-pressure situations.
- Experience with IoT protocols (MQTT, CoAP, LwM2M).
- Hands-on experience with API-based support and troubleshooting.
- Direct experience working with customers in the EV, telematics, or drone industries.
Company
Tealcommunicationsinc
Remote
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