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Director of Technical Support | Teltonika Security Systems

Teltonika Security SystemsVilnius, Vilnius City Municipality, Lithuania
On-site Full-time

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Experience Level

Manager

Qualifications

Qualifications:Bachelor's degree or significant work experience in telecommunications, electronics, informatics, engineering, or a related technical field. Demonstrated experience in technical support, systems support, or technical coordination, with a strong capability to take ownership and lead. High motivation to build support systems, processes, and documentation from the ground up. A customer-oriented mindset with a genuine passion for assisting others and resolving complex technical challenges. Excellent communication skills, with fluency in English (additional languages are a plus). Strong analytical thinking, structured problem-solving abilities, and decision-making skills in complex situations.

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.

About Teltonika Security Systems

At Teltonika Security Systems, we are committed to providing cutting-edge security solutions utilized by professionals worldwide. Our mission is to innovate and enhance safety through advanced technology, and we are looking for passionate individuals to join our team and contribute to our success.

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