Location: Israel

AU10TIX, a leading international hi-tech company specializing in Automated ID authentication technologies, is seeking a Team Lead – Tier 1 Technical Support to join our dynamic team. This role is crucial in ensuring that our customers receive exceptional technical support and that our support team operates efficiently and effectively.

As a Team Lead, you will oversee the Tier 1 Technical Support team, guiding them in managing and resolving customer queries, and acting as a technical focal point for complex issues. Your leadership will drive the team’s success in delivering top-notch customer service while collaborating closely with T2 support, NOC, R&D, DevOps, and CSM teams.

• Lead, mentor, and manage the Tier 1 Technical Support team to ensure high performance and professional development.
• Conduct thorough investigations and troubleshoot complex customer issues, taking ownership of the process from initial contact to resolution, and ensuring customer satisfaction.
• Act as the technical lead, providing advanced technical assistance and resolving complex product issues independently.
• Communicate customer issues and requests effectively to product management and the R&D teams, ensuring that feedback is used to enhance product quality and support processes.
• Oversee the resolution of technical queries related to integration, SDK, and coding, ensuring timely and accurate solutions.
• Manage and coordinate the escalation of issues to Tier 2 support, NOC, and R&D teams, ensuring appropriate and effective follow-up.
• Maintain and update the internal Knowledge Base and playbooks, ensuring they are comprehensive, accurate, and accessible for the team.
• Develop and implement best practices for technical support processes and procedures.
• Monitor team performance, conduct regular reviews, and provide constructive feedback to team members.

• previous support managerial experience.
• Proven experience in a Technical Support role with a demonstrated track record of leadership and team management.
• Strong technical background with the ability to handle complex technical issues and provide advanced troubleshooting.
• Excellent interpersonal skills with the ability to lead, motivate, and develop a high-performing team.
• Fluent in English with exceptional oral (phone) and written (email) communication skills.
• Advanced analytical thinking and problem-solving skills.
• Ability to work effectively under pressure, with strong self-control and resilience.
• Exceptional customer service skills and a commitment to delivering excellent support.
• Experience in managing support processes and improving team efficiency.

Preferred Qualifications:

• Python knowledge: an advantage.
• Experience with Automated ID authentication technologies or similar fields is a plus.
• Knowledge of integration, SDK, and coding issues in a technical support context.
• Previous experience in a team lead or supervisory role within a technical support environment.

If you are a dedicated professional with strong leadership abilities and a passion for providing outstanding technical support, we encourage you to apply and join our team at AU10TIX.