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

About the role

Job overview: The Technical Support Team Leader oversees the proper management of technical support operations, facilitates communication between internal teams (T2, R&D, Pro Services, Customer Services, etc.) across LATAM, and also acts as an internal Genetec coordinator for process compliance and stakeholder engagement. What your day will look like: Technical Support Operations Management Monitor team and individual performance indicators (KPIs): Level 1 focus: 1BDR (Business Day Resolution), 1 Week DR, Customer follow-up, CSAT, etc. Encourage a collaborative approach within the team on support cases to ensure the correct analytical approach is adopted Support Genetec key accounts Transfer analytical and technical troubleshooting skills to support engineers to help them manage and resolve cases faster Anticipate task conflicts and organizational changes based on priorities Manage escalations with CX Manager Escalation Coordination with R&D, T2 level, Project Managers Handle the most complex cases and strategic customers Allocate support resources accordingly Coordinate activities and information flow between Genetec functional teams and customers (e.g., Product Management, R&D, Sales, and Sales Engineering) on SWAT tasks Participate in risk and impact assessment and mitigation Provide internal technical feedback to product groups (IPG) Actively contribute through close follow-up to reducing SWAT TTR Team Management Assist the CX Manager in evaluating team and individual performance Ensure the team's product knowledge level is sufficient and suggest necessary training and actions (coaching, observation, mentoring) Contribute to the hiring process Ensure team members actively participate in scheduled team meetings (stand-ups, retrospectives, grooming, etc.) Responsible for training and onboarding new team members on tools, systems, and procedures Address interpersonal issues within the team Dedicate time to mentoring support engineers Support Practices and Processes Ensure all processes are known and applied Strive to improve processes for greater efficiency Develop preventive and proactive services Ensure best practices in the use of management and operational tools (CRM, SWAT, Five9, etc.) More about you: Knowledge of Genetec products Knowledge of Genetec customers Knowledge of Windows operating systems Understanding of IP networking principles Knowledge of low-latency electrical circuits Knowledge of PC configuration and troubleshooting General IT knowledge Network knowledge (Switches, Routers, etc.) MCSE, CCNA certifications 24/7 availability may be required Candidate must be proficient in English, Portuguese, and Spanish Let's talk perks! Language classes Transportation and food allowances Gym pass Health and Dental plan Life Insurance Genetec is an equal opportunity employer; we strive for diversity and inclusion through our hiring approach, as well as through the training and professional development we provide. We partner with external organizations and implement internal initiatives to offer a welcoming work environment for employees of all backgrounds. --------------------------------------------------------------------------------------------------- Descripción del puesto: El jefe del equipo de asistencia técnica supervisa la gestión adecuada de las operaciones de asistencia técnica, facilita la comunicación entre los equipos internos (T2, I+D, Servicios Profesionales, Atención al Cliente, etc.) en toda Latinoamérica y actúa además como coordinador interno de Genetec en materia de cumplimiento de procesos y colaboración con las partes interesadas. Cómo será tu día a día: Gestión de operaciones de soporte técnico Supervisar los indicadores clave de rendimiento (KPI) del equipo y de cada empleado: En el nivel 1, se presta especial atención a: resolución en un día laborable (1BDR), resolución en una semana (1 Week DR), seguimiento de clientes, índice de satisfacción del cliente (CSAT), etc. Fomentar un enfoque colaborativo dentro del equipo en los casos de soporte para garantizar que se adopta el enfoque analítico correcto Dar soporte a las cuentas clave de Genetec Transmitir habilidades analíticas y de resolución de problemas técnicos a los ingenieros de soporte para ayudarles a gestionar y resolver los casos más rápidamente Anticipar conflictos de tareas y cambios organizativos en función de las prioridades Gestionar las escalaciones con el responsable de CX Coordinación de escalaciones con I+D, nivel T2 y jefes de proyecto Gestionar los casos más complejos y los clientes estratégicos Asignar los recursos de soporte adecuadamente Coordinar las actividades y el flujo de información entre los equipos funcionales de Genetec y los clientes (por ejemplo, Gestión de Productos, I+D, Ventas e Ingeniería de Ventas) en las tareas del SWAT Participar en la evaluación y mitigación de riesgos e impactos Proporcionar feedback técnico interno a los grupos de producto (IPG) Contribuir activamente, mediante un seg

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