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Head of Technical Support

At SquareGPS we develop software solutions that leverage modern Location and IoT technologies to help companies increase efficiency of their fleets and field staff. Since 2009 the products have become a choice for over 30,000 fleets and 600 System Integrators in 107 countries and we are actively growing.

We are looking for a Head of Technical Support to lead our international team of technical engineers that provides 24×7 support to our Channel partners in multiple languages. The role is hybrid: we expect you live Moscow and able to visit our office (Polyanka subway station). Candidates should have previous experience managing support teams, preferably for Fleet management / IoT products.

What you will do

As a Director of Technical Support you will organize and provide operational oversight of the Support team of the Navixy platform. Your primary duties will include delivering world-class support and building a customer-obsessed team of deep experts who are highly motivated to deliver industry-leading technical support in every interaction.

You will:

  • Lead and direct staff to ensure the team is operating efficiently and providing impeccable customer service to channel partners and colleagues
  • Recruit, train, manage, and retain Tech Support Engineers on your team of up to 7 engineers with specific expertise and skills
  • Develop KPIs and OKRs for the team, hold team and one-on-one meetings, conduct customer service coaching
  • Drive implementation of modern and effective support solutions: ticketing, chat, VoIP
  • Own the technical documentation and guide the team members on creation and maintenance of the knowledge base, participate in creation of training materials for channel partners and colleagues
  • Organize communication with Sales, Product and Marketing teams
  • Create team schedules to support customers globally, handle urgent after-hours or weekend issues
  • Perform other duties that are relevant to the position
  • Become an industry expert evangelizing company’s products

Competences and skills:

  • Bachelor / Master degree
  • Highly proficient in English and Russian
  • 2-3+ years of experience building and managing support teams
  • Strong leadership and technical abilities
  • Excellent verbal and written communication skills

Pluses:

  • Startup experience
  • Experience with Fleet management or other IoT products

We offer:

  • Hybrid work in the remote-first company
  • Office in Moscow (Polyanka subway station)
  • Sponsored medical insurance
  • PTO
  • Truly international team

Контакты для резюме: [email protected]