Video Surveillance Technical Support Team Leader

hace 2 semanas

San Francisco, Heredia, Costa Rica Recluta Talenthunter Latin America A tiempo completo

Responsibilities

  • Lead and supervise the technical support team to ensure high-quality service delivery.
  • Monitor KPIs and drive performance improvements in productivity and customer satisfaction.
  • Coach, train, and develop team members to strengthen technical and soft skills.
  • Manage workload distribution, ticket queues, and daily operations efficiently.
  • Analyze data to identify trends and implement continuous improvement initiatives.
  • Serve as the primary contact for operational and technical escalations.
  • Handle administrative tasks such as scheduling, evaluations, and performance management.
  • Ensure adherence to quality standards and technical support best practices.

Requirements & Skills:


• 4+ years of experience providing technical support for CCTV / IP cameras, Video Management Software (VMS), and Network Video Recorders (NVRs).


• Strong understanding of network protocols (TCP/IP, DNS, DHCP), IP addressing, and firewall/VPN configurations.


• Proven experience leading technical support teams in a shared service or technology environment.


• Advanced English proficiency


• Must have a valid US visa

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