Technical Support Team Lead
HMS Building Automation is seeking a
Technical Support Team Lead to manage and develop its Technical Support team while ensuring excellent customer support for Building Automation products and solutions.
The role combines
hands-on technical support with team leadership, reporting to the Technical Manager. The successful candidate will supervise complex support cases, act as an escalation point for advanced technical issues, mentor support engineers, improve support processes, and serve as a key link between customers and Product Management.
Main Responsibilities
- Handle and coordinate technical support cases, including complex escalations.
- Ensure high-quality and timely customer support.
- Lead, mentor, and develop the Technical Support team.
- Promote knowledge sharing, training, and best practices.
- Improve support processes, documentation, and knowledge base content.
- Analyze support metrics and drive continuous improvement initiatives.
- Collaborate with Product Management to provide customer feedback and support product enhancements.
- Participate in global HMS support coordination activities.
Required Profile
- Degree in Engineering or equivalent experience.
- At least 5 years of experience in technical support, systems integration, Building Automation, or related fields.
- Strong knowledge of Building Automation technologies and protocols such as BACnet, Modbus, KNX, DALI, and M-Bus.
- Experience working with customers and coordinating technical activities or projects.
- Strong communication skills and fluency in English and Spanish.
Preferred Experience
- Leadership or mentoring of technical teams.
- Ticketing systems, support KPIs, and Knowledge Base management.
- International and cross-functional work environments.
- Other languages will be valuable (German, French…)
Key Personal Qualities
- Customer-oriented mindset.
- Strong analytical and problem-solving abilities.
- Collaborative leadership style.
- Effective prioritization and continuous improvement focus.
- Passion for developing people and building high-performing teams.
What HMS Offers
- Opportunity to shape and grow the Technical Support organization.
- International and collaborative environment.
- Close interaction with Product Management.
- Leadership and professional development opportunities.
- Flexible culture focused on innovation and customer success.
