Technical Support Team Leader

1 day ago

Bayan Lepas, Penang, Malaysia Quectel Wireless Solutions Penang Sdn. Bhd. Full time

About Quectel:

Quectel is one of the leading global suppliers of cellular IOT module and antennas. We exist to connect devices and people to networks and services, powering digital innovation and helping to build a smarter world. Our products and services help make life more convenient, efficient, comfortable, prosperous and secure. At Quectel, you will have a huge impact on the quality of growing suite of products and services we offer to our customers.

A career at Quectel means joining a unique global team, driving innovation, improving people's lives, and helping to build a smarter world.

Key Responsibilities:

  • Build and manage an 8-10 members Technical Support team, establishing 24/7 shift schedules and contingency plans.
  • Lead the team in ensuring 24/7 global service availability for IoT-related operations (including IoT PaaS platforms, vertical IoT solutions, Connectivity services, and eSIM/vSIM technologies) to maintain operational stability.
  • Own major incident escalation processes, coordinating rapid response from domestic R&D/FAE/operations teams.
  • Optimize customer ticket routing workflows (covering App/mini-program/SaaS system issues).
  • Deliver monthly service availability reports (SLA compliance rate, MTTR, etc.).
  • Develop knowledge bases and spearhead technical training programs for the team.

Job Requirements:

  1. More than 5 years of experience in technical support/operation and maintenance team management, with experience in cross-border team collaboration.
  2. Proficient in monitoring tools such as Zabbix/Prometheus, with preference given to those familiar with IoT architecture.
  3. Proficient in handling network failures (familiar with BGP/VPN/cellular networks), with experience in interfacing with telecommunications carriers as a plus.
  4. Fluent in both Chinese and English (required for interfacing with global teams and Chinese clients).
  5. Proficient in making decisions in high-pressure environments and able to adapt to emergency responses at night.
  6. Familiarity with ITIL Process Management is preferred

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