About the job
Teltonika Security Systems seeks a Director of Technical Support to establish and lead the technical support department in Vilnius, Lithuania. This leadership role will shape how the company supports global customers using its professional security systems. The position involves building support processes, selecting the right tools, and setting standards that ensure customers and installers receive effective help.
Role overview
This role sits at the intersection of technology and customer experience. The Director will work closely with engineering, quality assurance, and project management to design a scalable support organization. The goal is to connect Teltonika’s products with the needs of clients and installers around the world.
What you will do
- Build and lead the technical support function, including selecting and implementing a helpdesk or ticketing system.
- Define and refine support workflows, escalation paths, and service standards as the department expands.
- Manage daily support operations to ensure timely, effective responses for customers and installers.
- Provide guidance to clients and installers on setup, operation, and configuration of vehicle and building security systems.
- Coordinate remote diagnostics, including log review and root cause analysis for system issues.
- Oversee initial troubleshooting and escalate complex technical cases to engineering, development, or testing teams as needed.
- Develop and maintain technical documentation, especially for customers transitioning to the Teltonika ecosystem.
- Create and update a knowledge base or wiki for customers and internal teams, capturing common issues and solutions.
- Work with advanced security products, such as alarm control panels, modules, and communicators designed for professional use.
- Collaborate with R&D, quality assurance, and project management to support project continuity and timely delivery of solutions.
- Recruit, onboard, and mentor technical support staff, focusing on team development and performance.
