5 Remote Lead Technical Support Engineer jobs in whatjobs
Remote Lead Technical Support Engineer
Posted 23 days ago
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Job Description
Our client, a fast-growing tech firm specializing in industrial automation solutions, is seeking an experienced and technically adept Lead Technical Support Engineer to spearhead their remote support operations. This is a crucial, fully remote role where you will lead a team of support engineers in providing exceptional technical assistance to our global clientele. Your responsibilities will encompass managing incoming support requests, diagnosing complex hardware and software issues, developing troubleshooting procedures, and mentoring junior support staff. You will be instrumental in identifying root causes of recurring technical problems and collaborating with R&D and product development teams to implement long-term solutions. The ideal candidate will have a proven track record in a similar technical support leadership role, with extensive knowledge of industrial control systems, PLC programming, SCADA systems, and network infrastructure. You must be proficient in analyzing technical documentation, schematics, and diagnostic logs to resolve intricate issues. Excellent communication skills are paramount, as you will interact with clients at various technical levels, often in high-pressure situations. This role requires strong leadership capabilities, the ability to motivate and guide a distributed team, and a commitment to upholding the highest standards of customer service. Experience with remote diagnostic tools and technologies is a must. A bachelor's degree in Electrical Engineering, Computer Science, or a related field is preferred. This role is structured to be fully remote, allowing you to contribute significantly to our operational excellence from your chosen location within Kenya, supporting our clients across various industries, including those in **Kisumu, Kisumu, KE**.
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Remote Lead Technical Support Engineer
Posted 23 days ago
Job Viewed
Job Description
Our client is seeking an experienced and highly skilled Lead Technical Support Engineer to join their fully remote technical operations team. In this crucial role, you will be responsible for leading a team of support engineers, providing advanced technical assistance to clients, and ensuring the efficient resolution of complex hardware and software issues. You will act as a point of escalation for critical support cases, troubleshoot intricate problems, and develop effective solutions to minimize downtime and maximize customer satisfaction. Your expertise will be vital in maintaining the integrity and performance of our client's technological infrastructure.
Key responsibilities include mentoring and guiding junior support staff, developing and updating knowledge base articles and support documentation, and establishing best practices for technical support operations. You will also be involved in analyzing support trends, identifying recurring issues, and collaborating with engineering and product development teams to implement permanent fixes and system improvements. The ideal candidate will possess a strong background in IT support, with extensive experience in troubleshooting diverse technical environments. Excellent communication, interpersonal, and problem-solving skills are essential, as is the ability to remain calm and effective under pressure. Proficiency in remote diagnostic tools and methodologies is a must. You should be comfortable managing multiple priorities and working independently in a remote setting. A bachelor's degree in Computer Science, Information Technology, or a related field, coupled with significant professional experience, is required. Certifications such as CompTIA A+, Network+, or Microsoft certifications are a strong advantage. You will play a key role in ensuring the reliability and performance of our client's services by providing exceptional remote technical support. The ability to document technical procedures clearly and concisely is paramount. This is an excellent opportunity for a seasoned technical leader to make a significant impact within a growing organization, working entirely remotely. The functional scope of this role touches upon the Kitale, Trans-Nzoia, KE area, though the position itself is fully remote.
Key responsibilities include mentoring and guiding junior support staff, developing and updating knowledge base articles and support documentation, and establishing best practices for technical support operations. You will also be involved in analyzing support trends, identifying recurring issues, and collaborating with engineering and product development teams to implement permanent fixes and system improvements. The ideal candidate will possess a strong background in IT support, with extensive experience in troubleshooting diverse technical environments. Excellent communication, interpersonal, and problem-solving skills are essential, as is the ability to remain calm and effective under pressure. Proficiency in remote diagnostic tools and methodologies is a must. You should be comfortable managing multiple priorities and working independently in a remote setting. A bachelor's degree in Computer Science, Information Technology, or a related field, coupled with significant professional experience, is required. Certifications such as CompTIA A+, Network+, or Microsoft certifications are a strong advantage. You will play a key role in ensuring the reliability and performance of our client's services by providing exceptional remote technical support. The ability to document technical procedures clearly and concisely is paramount. This is an excellent opportunity for a seasoned technical leader to make a significant impact within a growing organization, working entirely remotely. The functional scope of this role touches upon the Kitale, Trans-Nzoia, KE area, though the position itself is fully remote.
This advertiser has chosen not to accept applicants from your region.
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Remote Lead Technical Support Engineer
Posted 7 days ago
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Job Description
Our client is looking for a highly skilled and experienced Remote Lead Technical Support Engineer to manage and mentor a team of support professionals. This is a fully remote role, offering you the opportunity to lead from anywhere. You will be responsible for providing advanced technical support, troubleshooting complex issues, and ensuring timely resolution for our clients. Your duties will include managing support ticket queues, prioritizing critical issues, and escalating unresolved problems to appropriate teams. You will develop and maintain technical documentation, knowledge bases, and troubleshooting guides to empower both your team and end-users. This role requires a deep understanding of our client's products and services, along with strong diagnostic and problem-solving skills. You will also play a key role in training and mentoring junior support engineers, fostering their technical growth and ensuring consistent service quality. Experience in managing a remote support team and implementing support best practices is essential. Excellent communication, leadership, and interpersonal skills are crucial for effective team management and client interaction. Proficiency in using CRM systems, remote desktop tools, and technical diagnostic software is required. You should be adept at identifying recurring issues and collaborating with product development teams to implement long-term solutions. Our client values technical expertise, a proactive approach to customer satisfaction, and a commitment to continuous service improvement, particularly for clients in the Meru, Meru, KE region. This is a vital role in maintaining high levels of customer loyalty and operational efficiency.
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2
Remote Lead Technical Support Engineer
Posted 2 days ago
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Job Description
Our client is seeking a highly skilled and experienced Remote Lead Technical Support Engineer to guide their technical support operations. This is a fully remote, leadership position requiring a deep technical understanding and exceptional customer service skills. You will be responsible for leading a team of technical support engineers, ensuring prompt and effective resolution of complex technical issues for clients. The ideal candidate will have a proven track record in providing advanced technical support, troubleshooting complex systems, and mentoring junior team members. You will play a crucial role in developing and refining support processes, creating knowledge base articles, and ensuring customer satisfaction through high-quality service. This role demands strong problem-solving abilities, excellent communication skills, and the capacity to manage escalations effectively in a remote setting. You will collaborate closely with engineering and product teams to identify and resolve product defects and provide feedback for future development. If you are a technical expert with leadership aspirations and thrive in a dynamic, remote work environment, we encourage you to apply.
Responsibilities:
Responsibilities:
- Lead, mentor, and manage a remote team of technical support engineers.
- Provide advanced technical support and troubleshooting for complex hardware and software issues.
- Develop and implement support strategies and best practices to enhance efficiency and customer satisfaction.
- Manage and resolve escalated customer issues, ensuring timely and effective resolution.
- Create and maintain technical documentation, including FAQs, troubleshooting guides, and knowledge base articles.
- Collaborate with engineering and product teams to identify product defects and advocate for improvements.
- Monitor support ticket queues and ensure Service Level Agreements (SLAs) are met.
- Train and onboard new technical support team members.
- Analyze support trends and provide insights to improve product reliability and customer experience.
- Champion a customer-centric approach within the support team.
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
- Minimum of 7 years of experience in technical support, with at least 2 years in a lead or supervisory role.
- Deep understanding of troubleshooting methodologies for complex software and hardware systems.
- Proven experience with remote support tools and technologies.
- Excellent leadership, communication, and interpersonal skills.
- Strong problem-solving and analytical abilities.
- Ability to manage and motivate a remote team effectively.
- Experience in developing and documenting technical procedures.
- Familiarity with ticketing systems (e.g., Zendesk, Jira Service Management).
- Customer-focused mindset with a commitment to delivering exceptional service.
This advertiser has chosen not to accept applicants from your region.
3
Remote Lead Technical Support Engineer
Posted today
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Job Description
Our client is seeking a highly skilled and motivated Lead Technical Support Engineer to join their fully remote team. This position will be crucial in providing advanced technical support and ensuring the seamless operation of our client's complex systems. While the role is remote, the operational focus supports clients in and around Eldoret, Uasin Gishu, KE . You will be responsible for troubleshooting, diagnosing, and resolving technical issues, as well as mentoring junior support staff and contributing to knowledge base development.
Key Responsibilities:
Qualifications:
This role is ideal for an individual who is passionate about technology, enjoys problem-solving, and can effectively manage their time and tasks in a remote setting, while ensuring our client's systems are robust and reliable.
Key Responsibilities:
- Provide expert-level technical support for hardware, software, and network issues.
- Diagnose and resolve complex technical problems through effective troubleshooting methodologies.
- Escalate critical issues to appropriate engineering teams, acting as a liaison.
- Develop and maintain technical documentation, including user guides, FAQs, and troubleshooting manuals.
- Mentor and train junior technical support engineers, fostering a culture of continuous learning.
- Identify recurring issues and recommend solutions to prevent future occurrences.
- Contribute to the improvement of support processes and tools.
- Participate in on-call rotation for urgent support needs.
- Stay updated with the latest technological advancements relevant to our client's offerings.
- Ensure high levels of customer satisfaction through efficient and effective support delivery.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in technical support, with at least 2 years in a lead or senior capacity.
- Extensive knowledge of operating systems (Windows, Linux, macOS), networking protocols, and common software applications.
- Proven ability to troubleshoot complex hardware and software issues.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow).
- Excellent problem-solving and analytical skills.
- Strong communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
- Experience in a remote work environment is highly desirable.
- Certifications such as CompTIA A+, Network+, or MCSE are a plus.
- Demonstrated ability to mentor and lead a team.
This role is ideal for an individual who is passionate about technology, enjoys problem-solving, and can effectively manage their time and tasks in a remote setting, while ensuring our client's systems are robust and reliable.
This advertiser has chosen not to accept applicants from your region.
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