Technical Support Team Lead

2 weeks ago

Legazpi, Bicol, Philippines Pandr Outsourcing Full time ₱2,000,000 - ₱2,500,000 per year

Job Description:

​

The Technical Support Manager provides expert oversight and advanced troubleshooting for post-sale technical support operations. This role ensures timely resolution of complex technical issues, maintains optimal system performance, and empowers support staff with the tools and knowledge needed to deliver exceptional customer service. The position also involves proactive monitoring, analysis, and collaboration with internal teams to prevent and address performance concerns before they escalate.

Requirements

Key Responsibilities:

  • Serve as the primary technical escalation point for complex support cases.
  • Guide and mentor support staff, providing resources and training to enhance problem-solving skills.
  • Maintain detailed technical troubleshooting protocols and documentation.
  • Assist with WiFi and networking setup for connected systems, including remote troubleshooting.
  • Resolve escalated technical cases involving hardware, warranty, or manufacturer coordination.
  • Review and analyze system performance data to recommend corrective actions.
  • Manage and maintain monitoring platform access and ensure accurate system setup.
  • Develop internal dashboards or reporting tools for proactive issue detection.
  • Conduct active monitoring to identify under performance or connectivity faults.
  • Coordinate with service teams for timely field interventions when required.

Qualifications:

  • Proven experience in a technical support or technical management role.
  • Strong troubleshooting skills in hardware, software, and networking.
  • Familiarity with monitoring systems, portal management, and system performance analytics.
  • Excellent communication skills, with the ability to explain technical concepts to non-technical users.
  • Proficiency in documenting technical processes and creating troubleshooting guides.
  • Ability to lead, mentor, and train technical support teams.
  • Experience coordinating with external vendors, service partners, or manufacturers.
  • Strong organizational skills with a proactive approach to issue detection and resolution.
Benefits

Why Join Us?

​

  • Healthy, supportive, and conducive work environment (Great Place to Work Certified for three consecutive years)
  • Work with an innovative company delivering cutting-edge solutions across multiple industries
  • Lead a team in a fast-paced, high-growth environment
  • Competitive salary with opportunities for career advancement
  • Collaborative, forward-thinking work culture
  • 21 leave credits plus all client-based holidays
  • HMO coverage with dependent benefits
  • Exposure to world-class leadership from both local and international supervisors

Ready to take your sales career to the next level? Apply now

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