Technical Support Manager

November 27

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TEAL

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Telecommunications • IoT • SaaS

TEAL is a company that specializes in providing a global eSIM platform for IoT devices, enabling connectivity across any cellular network worldwide. The company offers solutions for managing IoT deployments with features like easy switching between carriers, flexible pricing, and network future-proofing. TEAL's products include the OneChip eSIM, Aurora Connectivity Management Platform, and Meerkat Cloud Integrations, which collectively support seamless connectivity for various industries such as defense, healthcare, mobility, and smart cities. With over 3,500 data networks and a wide customer base, TEAL ensures global IoT coverage and easy integration of devices on a single eSIM platform. The company positions itself as a leader in connecting IoT devices globally, providing cost-effective and efficient solutions for dynamic network management.

51 - 200 employees

📡 Telecommunications

☁️ SaaS

📋 Description

• Lead, mentor, and manage our 24/7 offshore technical support team (Level 1 & Team Lead). • Design, document, and continuously improve all support processes, including ticketing (FreshDesk) and knowledge base (Atlassian Confluence). • Act as the primary technical escalation point for critical customer incidents and platform outages. • Triage, investigate, and own high-priority issues from start to finish. • 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.

🎯 Requirements

• 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. • 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. • Experience supporting B2B hardware manufacturers or IoT solution providers. • A systems-thinker with a proven track record of building and scaling support operations (ITIL or similar process-framework experience is a plus). • Exceptional problem-solving skills and a calm, composed demeanor during high-pressure situations.

🏖️ Benefits

• Health insurance • 401(k) matching • Paid time off • Flexible work arrangements • Professional development opportunities