At SquareGPS we develop software solutions that leverage modern Location and IoT technologies to help companies increase efficiency of their fleets and field staff. Since 2009 the products have become a choice for over 30,000 fleets and 600 System Integrators in 107 countries and we are actively growing.

We are looking for a Head of Technical Support to lead our international team of technical engineers that provides 24x7 support to our Channel partners in multiple languages. The role is hybrid: we expect you live Moscow and able to visit our office (Polyanka subway station). Candidates should have previous experience managing support teams, preferably for Fleet management / IoT products.

What you will do

As a Director of Technical Support you will organize and provide operational oversight of the Support team of the Navixy platform (www.navixy.com). Your primary duties will include delivering world-class support and building a customer-obsessed team of deep experts who are highly motivated to deliver industry-leading technical support in every interaction.

You will:

• Lead and direct staff to ensure the team is operating efficiently and providing impeccable customer service to channel partners and colleagues
• Recruit, train, manage, and retain Tech Support Engineers on your team of up to 7 engineers with specific expertise and skills
• Develop KPIs and OKRs for the team, hold team and one-on-one meetings, conduct customer service coaching
• Drive implementation of modern and effective support solutions: ticketing, chat, VoIP
• Own the technical documentation and guide the team members on creation and maintenance of the knowledge base, participate in creation of training materials for channel partners and colleagues
• Organize communication with Sales, Product and Marketing teams
• Create team schedules to support customers globally, handle urgent after-hours or weekend issues
• Perform other duties that are relevant to the position
• Become an industry expert evangelizing company’s products

Competences and skills

• Bachelor / Master degree
• Highly proficient in English and Russian
• 2-3+ years of experience building and managing support teams
• Strong leadership and technical abilities
• Excellent verbal and written communication skills

Pluses:

• Startup experience
• Experience with Fleet management or other IoT products

We offer

• Hybrid work in the remote-first company
• Office in Moscow (Polyanka subway station)
• Sponsored medical insurance
• PTO
• Truly international team