Technical Support Team Leader

About the role

Genetec is looking for a Technical Support Team Leader to oversee the day‑to‑day operations of its LATAM support organization. You will coordinate between internal teams, manage performance metrics, and ensure high‑quality service for key customers.

Key responsibilities

• Monitor team KPIs such as Business Day Resolution, weekly DR, CSAT and follow‑up.
• Facilitate collaboration across T2, R&D, Pro Services, Customer Services and other functional groups.
• Handle escalations, coordinate with CX Manager, R&D, project managers and manage the most complex cases.
• Allocate resources, lead SWAT tasks and contribute to risk assessment and mitigation.
• Provide technical feedback to product groups and drive continuous improvement of processes.

Required profile

• Strong knowledge of Genetec products and customers.
• Proficiency in English, Portuguese and Spanish.
• Ability to mentor, coach and onboard new engineers.
• Willingness to be available 24/7 when required.

Required skills

• Windows operating systems.
• IP networking principles and network hardware (switches, routers).
• Low‑latency electrical circuit understanding.
• PC configuration and troubleshooting.
• General IT and network knowledge.
• MCSE and CCNA certifications.
• Experience with CRM, SWAT and Five9 tools.

What we offer

• Language classes.
• Transportation and food allowances.
• Gym pass.
• Health, dental and life insurance.