IDCUBE - Lead Technical Support Engineer

Job Summary :

This role will be responsible for overseeing the day-to-day operations of the support desk, ensuring prompt resolution of customer issues related to access control systems, and driving continuous improvement in customer satisfaction and service quality.

Key Responsibilities :

- Provide technical guidance on access control hardware (controllers, readers, door locks) and software (management platforms, mobile apps, etc.

- Supervise ticket management, ensure SLA compliance, and optimize resolution time.

- Troubleshoot complex escalated issues and coordinate with engineering/product teams as needed.

- Train team members on new technologies, procedures, and best practices.

- Develop and maintain a knowledge base and support documentation.

- Monitor team performance using KPIs (First Contact Resolution, CSAT, Ticket Volume, etc.)

- Assist in onboarding new clients and technical training for partners/distributors.

- Conduct regular audits of support quality and identify areas for improvement.

- Collaborate with product and QA teams to relay field feedback and bugs.

Required Skills & Qualifications :

- Minimum 5 years experience in technical support, preferably in physical security or access control systems.

- Strong knowledge of access control protocols (Wiegand, OSDP, TCP/IP), networking fundamentals, and cloud-based platforms.

- Familiarity with systems like HID, ZKTeco, Suprema, Honeywell, or similar brands.

- Experience with helpdesk tools (e.g., Zendesk, Freshdesk, Jira).

- Strong problem-solving, team management, and communication skills.

- Ability to handle pressure and manage escalations calmly and efficiently.

Preferred Qualifications :

- Certifications in IT/networking (e.g., CCNA, CompTIA) or access control systems.

- Prior work in SaaS-based access control platforms.