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Job overview
The Technical Support Team Leader oversees the proper management of technical support operations, facilitates communication between internal teams (T2, R&D;, Pro Services, Customer Services, etc.) across LATAM, and also acts as an internal Genetec coordinator for process compliance and stakeholder engagement.
What your day will look like
Technical Support Operations Management
- Monitor team and individual performance indicators (KPIs): Level 1 focus: 1BDR (Business Day Resolution), 1 Week DR, Customer follow-up, CSAT, etc.
- Encourage a collaborative approach within the team on support cases to ensure the correct analytical approach is adopted
- Support Genetec key accounts
- Transfer analytical and technical troubleshooting skills to support engineers to help them manage and resolve cases faster
- Anticipate task conflicts and organizational changes based on priorities
- Manage escalations with CX Manager

Escalation Coordination with R&D;, T2 level, Project Managers
- Handle the most complex cases and strategic customers
- Allocate support resources accordingly




- Coordinate activities and information flow between Genetec functional teams and customers (e.g., Product Management, R&D;, Sales, and Sales Engineering) on SWAT tasks
- Participate in risk and impact assessment and mitigation
- Provide internal technical feedback to product groups (IPG)
- Actively contribute through close follow-up to reducing SWAT TTR

Team Management
- Assist the CX Manager in evaluating team and individual performance
- Ensure the team's product knowledge level is sufficient and suggest necessary training and actions (coaching, observation, mentoring)
- Contribute to the hiring process
- Ensure team members actively participate in scheduled team meetings (stand-ups, retrospectives, grooming, etc.)
- Responsible for training and onboarding new team members on tools, systems, and procedures
- Address interpersonal issues within the team
- Dedicate time to mentoring support eng

Postúlate en Kit Empleo: kitempleo.com.co/empleo/1asmt0

📌 Team Leader (Medellín)
🏢 Genetec
📍 Medellín