Technical Support Manager

We are looking for a Technical Support Manager to lead our technical support and deployment team. This role is responsible for ensuring that AI Vision cameras, sensors, edge servers and software are successfully installed, configured, maintained and operating reliably at customer sites.

The successful candidate will take ownership of SLA-driven technical support, from first-line troubleshooting of network, CCTV and Linux-related issues to escalation with software developers. The role will also drive the adoption of agentic AI and LLM-based tools to improve technical support, troubleshooting, monitoring and documentation processes.

Key Responsibilities

Lead and coordinate vendors and contractors for the installation, configuration, maintenance and security of cameras, sensors, edge servers and software at customer locations.
Configure, monitor and troubleshoot site networks and CCTV systems, including IP cameras, NVR/VMS, switches, routers, VPN and remote access.
Perform application and system deployment, configuration and testing on Linux-based edge servers using CLI/SSH.
Troubleshoot Linux services, system logs, connectivity issues, software updates and related deployment issues.
Manage the helpdesk by monitoring support cases and emails, providing first-level troubleshooting and ensuring issues are resolved within the agreed SLA.
Escalate complex technical issues to software developers with clear troubleshooting findings, logs, reproduction steps and relevant technical details.
Develop and implement agentic AI / LLM-based tools and workflows to automate ticket triage, remote diagnostics, monitoring alerts, troubleshooting and knowledge-base documentation.
Establish, document and maintain installation, configuration, deployment and troubleshooting procedures.
Prepare and maintain technical documentation and knowledge-base materials for recurring support issues.
Provide training to customers on the software and technical solutions.
Coach and guide the technical support team to improve technical competency, service quality and response time.
Monitor recurring technical issues and recommend improvements to system reliability, deployment processes and support operations.
Participate in after-hours support or urgent troubleshooting when required.

Key Skills

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Technical Support Manager