Team Leader / Jefe de equipo / Líder de Equipe - Technical Support

3 weeks, 2 days ago
Full-time
Senior
Customer and Technical Support
Genetec

Genetec

Genetec develops unified physical security software that integrates access control, video surveillance, and automatic license plate recognition into a single platform, serving enterprise and government organizations worldwide.

Professional Services
1K-5K
Founded 1997

Description

  • Oversee technical support operations across LATAM and manage team and individual KPIs (e.g., 1BDR, 1 Week DR, customer follow-up, CSAT).
  • Coordinate and manage escalations with the CX Manager and liaise with R&D, T2, and Project Managers to resolve complex issues.
  • Handle the most complex cases and manage strategic customer relationships and key Genetec accounts.
  • Allocate and prioritize support resources to meet case and customer needs and anticipate task conflicts and organizational changes.
  • Transfer analytical and technical troubleshooting skills through coaching, mentoring, onboarding, and training of support engineers.
  • Coordinate activities and information flow between Genetec functional teams (Product Management, R&D, Sales, Sales Engineering) and customers for SWAT tasks.
  • Participate in risk and impact assessment and mitigation and provide internal technical feedback to product groups (IPG) to reduce SWAT TTR.
  • Ensure support processes and best practices are known and applied, drive process improvements, and develop preventive/proactive services.
  • Support hiring and evaluation activities, address interpersonal/team issues, and ensure team participation in scheduled meetings (stand-ups, retrospectives, grooming).

Requirements

  • Knowledge of Genetec products and Genetec customers.
  • Proficiency in English, Portuguese, and Spanish.
  • Familiarity with Windows operating systems.
  • Understanding of IP networking principles and experience with network hardware (switches, routers).
  • Knowledge of low-latency electrical circuits and PC configuration/troubleshooting.
  • MCSE and CCNA certifications (listed/preferred).
  • Availability for 24/7 support/on-call shifts may be required.
  • Experience with support and management tools such as CRM, SWAT, and Five9.
  • Experience leading or managing technical support teams and mentoring engineers (preferred).

Benefits

  • Language classes.
  • Transportation and food allowances.
  • Gym pass.
  • Health and dental plan.
  • Life insurance.
  • Professional development and training opportunities; commitment to diversity and inclusion initiatives.

Interested in this position?

Apply directly on the company website

Apply Now

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