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    Technical Support Lead - San Jose, United States - Ring

    Ring
    Ring San Jose, United States

    1 week ago

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    Description
    As a

    Technical Support Lead

    , you will be the driving force behind our technical support team's success. Your role combines the expertise of a technical support engineer with leadership responsibilities.


    Here's what you'll be doing:
    1.


    Technical Support:
    ○

    Take ownership of customer-reported issues and ensure their resolution.
    ○

    Research, diagnose, and troubleshoot software and hardware problems related to video surveillance products.
    ○

    Provide technical assistance via phone and email.
    ○

    Manage open support cases within the organization to maintain customer satisfaction.
    ○

    Collaborate with internal teams to enhance product performance and meet customer demands.
    ○

    Develop knowledge base content for customers and future training purposes.
    ○

    Perform product inspections, testing, and feature verification.
    2.


    Team Leadership:
    ○

    Oversee technical support engineers, including scheduling, performance evaluation, and task management.
    ○

    Provide guidance, mentorship, and coaching to team members.
    ○

    Collaborate with other internal teams to enhance overall support effectiveness.
    ○

    Foster positive relationships with customers and field teams.
    ○

    Assist with hiring processes, including candidate evaluation and onboarding.
    ○

    Communicate company policies and procedures to team members.
    ○

    Address grievances and conflicts within the team.
    ○

    Manage the ticket handling process for efficient and effective resolution.
    ○

    Respond promptly to day-to-day support needs.
    Qualifications and Requirements

    Education:
    A postsecondary degree, certificate, or diploma in technology fields.

    Technical Proficiency:
    ○Proficient in operating and troubleshooting PCs and networking equipment.
    ○General knowledge of Linux.

    Industry Experience:
    ○Experienced in physical security and the video surveillance industry.
    ○Familiarity with VSaaS (Video Surveillance as a Service) is a significant advantage.
    ○Small team management experience is a strong advantage.

    Language Skills:
    ○Fluent in spoken and written English.
    ○Prior experience in customer service (in-person or over the phone) is a plus.

    Work Arrangement:
    ○This position can be remote.
    ○You will be required to work based on the Eastern Time Zone.

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