IDCUBE - Lead Technical Support Engineer

Job Summary

We are looking for a skilled and motivated Tech Support Team Lead to manage and guide our technical support team.

Responsibilities

This role will be responsible for overseeing the day-to-day operations of the support desk, ensuring prompt resolution of customer issues related to access control systems, and driving continuous improvement in customer satisfaction and service Responsibilities :

• Lead and manage a team of technical support engineers handling Level 1 & 2 support.
• Provide technical guidance on access control hardware (controllers, readers, door locks) and software (management platforms, mobile apps, etc.
• Supervise ticket management, ensure SLA compliance, and optimize resolution time.
• Troubleshoot complex escalated issues and coordinate with engineering / product teams as needed.
• Train team members on new technologies, procedures, and best practices.
• Develop and maintain a knowledge base and support documentation.
• Monitor team performance using KPIs (First Contact Resolution, CSAT, Ticket Volume, etc.)
• Assist in onboarding new clients and technical training for partners / distributors.
• Conduct regular audits of support quality and identify areas for improvement.
• Collaborate with product and QA teams to relay field feedback and Skills & Qualifications :
• Bachelors degree in Electronics, IT, Computer Science, or related field.
• Minimum 5 years experience in technical support, preferably in physical security or access control systems.
• Strong knowledge of access control protocols (Wiegand, OSDP, TCP / IP), networking fundamentals, and cloud-based platforms.
• Familiarity with systems like HID, ZKTeco, Suprema, Honeywell, or similar brands.
• Experience with helpdesk tools (e.g., Zendesk, Freshdesk, Jira).
• Strong problem-solving, team management, and communication skills.
• Ability to handle pressure and manage escalations calmly and Qualifications :
• Certifications in IT / networking (e.g., CCNA, CompTIA) or access control systems.
• Experience with IoT integrations, REST APIs, or mobile credential systems.
• Prior work in SaaS-based access control platforms.

(ref : hirist.tech)

Skills Required

Mobile Apps, access control systems , Controllers, zendesk, Jira, Rest Apis