技术支持经理
Technical Support Manager
关于Teal
Teal Communications, Inc.（“Teal”）是一家高增长的科技公司，致力于构建云原生网络软件，将物理AI和物联网设备连接到全球数据网络。Teal被Inc. 5000和德勤Fast 500评为美国增长最快的私营企业之一（西雅图都会区排名第一，美国软件公司第九）。我们正在寻找一位技术能力强、以客户为中心且具备商业意识的技术支持经理，负责管理我们的24/7全球支持运营。
这是一个关键且高可见度的职位，专注于确保我们的B2B客户——在电动汽车充电、自主无人机、智能计量和其他物联网垂直领域中的创新者——获得世界级的技术支持。您将负责管理我们的海外支持团队，优化所有支持流程，并作为复杂连接和配置问题的主要升级点。
理想的候选人是一位注重流程的领导者，对移动和物联网生态系统有深入的技术理解，特别是GSMA为机器对机器（SGP.02）制定的标准以及新的物联网规范（SGP.32）。
主要职责
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团队领导与管理：
· 领导、指导并管理我们的24/7海外技术支持团队（一级支持及团队主管）。
- 在分布式团队中培养以客户为中心和高绩效的文化。
- 流程监督与优化：
- 设计、记录并持续改进所有支持流程，包括工单系统（FreshDesk）、知识库（Atlassian Confluence）和升级流程。
- 创建并维护针对常见和新兴问题的技术文档和操作手册。
- 技术升级管理：
- 作为关键客户事件、平台故障和复杂连接场景的主要技术升级点。
- 对高优先级问题进行初步评估、调查并全程负责，协调内部工程、产品和运营商关系团队。
- 诊断与eSIM配置、SM-SR/SM-DP/EIM交互、平台API以及运营商核心网络行为相关的问题。
- 客户与利益相关者倡导：
- 在关键事件期间与高价值B2B客户进行清晰有效的沟通。
- 分析支持工单趋势，向产品和工程团队提供可操作的反馈，帮助提升产品的可靠性和功能。
所需技能与经验
·
5年以上电信、MVNO或物联网/M2M SaaS领域的技术支持经验
查看英文原文
About Teal
Teal Communications, Inc. (“Teal”) is a high-growth technology company that builds cloud-native network software to connect Physical AI & IoT devices to data networks globally. Teal has been recognized by Inc. 5000 and Deloitte's Fast 500 as one of the fastest growing private companies in the United States (#1 in Seattle-Metro and #9 Software Company in the United States). We are looking for a technical, customer-obsessed, and commercially aware Technical Support Manager to lead our 24/7 global support operations.
This is a critical, high-visibility role focused on ensuring our B2B customers -innovators in EV charging, autonomous drones, smart metering, and other IoT verticals receive world-class technical support. You will be responsible for managing our offshore support team, optimizing all support processes, and acting as the escalation point for complex connectivity and provisioning issues.
The ideal candidate is a process-driven leader with a deep technical understanding of the mobile and IoT ecosystem, specifically GSMA standards for M2M (SGP.02) and the new IoT specification (SGP.32).
Key Responsibilities
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Team Leadership & Management:
· Lead, mentor, and manage our 24/7 offshore technical support team (Level 1 & Team Lead).
- Foster a customer-centric and high-performance culture within the distributed team.
- Process Oversight & Optimization:
- Design, document, and continuously improve all support processes, including ticketing (FreshDesk), knowledge base (Atlassian Confluence), and escalation procedures.
- Create and maintain technical documentation and playbooks for common and emerging issues.
- Technical Escalation Management:
- Act as the primary technical escalation point for critical customer incidents, platform outages, and complex connectivity scenarios.
- Triage, investigate, and own high-priority issues from start to finish, coordinating with internal Engineering, Product, and Carrier Relations teams.
- Diagnose complex issues related to eSIM provisioning, SM-SR/SM-DP/EIM interactions, platform APIs, and MNO core network behavior.
- Customer & Stakeholder Advocacy:
- Communicate clearly and effectively with high-value B2B customers during critical incidents.
- Analyze support ticket trends to provide actionable feedback to the Product and Engineering teams, helping to improve product reliability and functionality.
Required Skills & Experience
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5+ years in technical support for a telecom, MVNO, or IoT/M2M SaaS company.
- 2+ years in a management or team lead role, with direct experience managing remote or offshore technical teams in a 24/7 environment.
- Deep Domain Knowledge:
- Strong understanding of the mobile/cellular ecosystem (MNOs, MVNOs, 3GPP).
- Experience in eSIM architecture and GSMA standards, including the technical differences and support challenges of SGP.02 (M2M) and SGP.32 (IoT) specifications.
- Familiarity with IoT connectivity platforms (CMPs) and M2M/IoT device behavior.
- Proven B2B Support: Experience supporting B2B hardware manufacturers or IoT solution providers.
- Process Expert: A systems-thinker with a proven track record of building and scaling support operations (ITIL or similar process-framework experience is a plus).
- Crisis Management: Exceptional problem-solving skills and a calm, composed demeanor during high-pressure situations.
Preferred Qualifications
· Experience with IoT protocols (MQTT, CoAP, LwM2M).
- Hands-on experience with API-based support and troubleshooting.
- Direct experience working with customers in the EV, telematics, or drone industries.
Originally posted on Himalayas