Technical Support Lead – Alarm Management Platform

About the role

We are looking for a Technical Support Lead who will own the support function for our alarm management platform, acting as the bridge between clients, Customer Success and Development teams. The role is hands‑on, requires independent decision‑making and involves direct client interaction for introductions, training and troubleshooting.

Key responsibilities

• Own the end‑to‑end technical support process, from ticket intake to resolution and follow‑up.
• Act as the main escalation point for complex or critical client issues.
• Analyze, reproduce and troubleshoot technical problems, documenting root causes and workarounds.
• Define and track support KPIs such as response time, resolution time, backlog and client satisfaction.
• Translate client issues into clear, reproducible bug reports and feature requests for Development.
• Collaborate with Customer Success on account health, onboarding and incident communication.
• Run online client meetings, deliver product introductions and basic training in English or Spanish.
• Identify gaps in processes, tools and documentation and build a knowledge base.

Required profile

• 3+ years of experience in technical or application support, including at least 1 year in a lead or senior role.
• Excellent written and spoken communication skills in English and Spanish (C1 level or higher).
• Proven ability to work closely with Development and Customer Success teams.
• Strong analytical and troubleshooting skills, able to break down complex technical problems.
• Confidence in leading online client meetings, product introductions and training sessions.
• Highly independent, self‑sufficient and proactive with a hands‑on mindset.

What we offer

• Dynamic international teams with regular performance reviews and promotion opportunities.
• Flexible work options: remote, hybrid or office work with a flexible daily schedule.
• 4 days paid sick leave, 20‑25 vacation days per year.
• Equipment for work, including laptop and necessary accessories.
• Access to trainings, courses and private health insurance.
• FIT Pass card for many sports facilities.