Technical Support Lead

3 days ago

Bonifacio Global Metro Manila, Philippines Satellite Office Full time ₱900,000 - ₱1,200,000 per year

TECHNICAL SUPPORT LEAD (TELCO)

Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and just be aweSOme Apply now and discover the Satellite Office Candidate Experience – recognized as one of BEST among BPO companies worldwide.

WHAT IS A/AN TECHNICAL SUPPORT LEAD (TELCO)?

We are seeking a highly motivated Player-Coach to lead and grow our Support team for telecom software operations. Part hands-on support engineer and part team coach/manager. You will work directly with telecom software support issues, learning on the job quickly, while simultaneously guiding and mentoring two junior resources. With no formal manager currently in place, you will naturally step into the leadership role, providing structure, setting standards, and helping the team deliver high-quality support.

This is an ideal role for someone who thrives in dynamic environments, has excellent problem-solving instincts, and enjoys developing others while actively contributing themselves.

WHAT WILL BE YOUR MAIN RESPONSIBILITIES?

  • Hands-On Problem Solving

  • Triage, troubleshoot, and resolve software support issues in telecom operations.

  • Learn quickly and adapt to new systems, tools, and processes.
  • Escalate to experts when needed, ensuring efficient resolution paths.

  • Coaching & Mentoring

  • Coach junior team members to apply common sense, troubleshooting logic, and systematic thinking.

  • Provide feedback, shadowing opportunities, and "live coaching" during real support cases.
  • Encourage ownership and confidence in junior staff while fostering a growth mindset.

  • Team Leadership

  • Act as the day-to-day leader/manager of the support team.

  • Establish clear priorities, coordinate workload, and ensure timely follow-ups.
  • Be the point of contact for escalations, communication, and stakeholder updates.
  • Instill a culture of accountability, collaboration, and continuous improvement.

  • Operational Excellence

  • Document learnings, troubleshooting guides, and best practices for team reference.

  • Identify gaps in tools, processes, or knowledge and proactively address them.
  • Champion process improvements to make the team more effective.

WHAT ARE WE LOOKING FOR?

  • 5+ years in software support, operations, or related technical roles (telecom industry exposure strongly preferred).
  • Proven ability to learn quickly and apply structured troubleshooting under pressure.
  • Prior experience coaching or mentoring junior team members.
  • Exposure to telecom OSS/BSS systems, network management, or CPaaS platforms is a plus.

Skills

  • Strong logical reasoning and problem-solving skills.
  • Ability to simplify complex issues and explain them clearly.
  • Excellent interpersonal and communication skills, with the ability to coach and motivate.
  • Natural leadership qualities, with or without a formal title.
  • Comfortable working in an environment with minimal existing structure and helping to build it.

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