Tier 1-Technical Support Team Lead

About AU10TIX:

AU10TIX, an identity management company headquartered in Israel, leverages cutting-edge machine learning and computer vision to define how companies and customers confidently connect. From identity document verification to biometric authentication, liveness detection, electronic identity data verification, and synthetic fraud detection, the company provides critical, modular solutions that link physical and digital identities in order to automate customer onboarding and ongoing customer verification. AU10TIX supports some of the world’s most well-known and highly regulated brands in balancing user experience with risk, safety and compliance. We’re on a mission to obliterate fraud while furthering a more secure and inclusive world—and believe that, together, we can harness and protect the power of everyone’s biggest asset: our personal identity.

Job Description:

AU10TIX, a leading international hi-tech company specializing in Automated ID authentication technologies, is seeking a Team Lead - Tier 1 Technical Support to join our dynamic team. This role is crucial in ensuring that our customers receive exceptional technical support and that our support team operates efficiently and effectively.

As a Team Lead, you will oversee the Tier 1 Technical Support team, guiding them in managing and resolving customer queries, and acting as a technical focal point for complex issues. Your leadership will drive the team's success in delivering top-notch customer service while collaborating closely with T2 support, NOC, R&D, DevOps, and CSM teams.

Responsibilities:

• Lead, mentor, and manage the Tier 1 Technical Support team to ensure high performance and professional development.
• Conduct thorough investigations and troubleshoot complex customer issues, taking ownership of the process from initial contact to resolution, and ensuring customer satisfaction.
• Act as the technical lead, providing advanced technical assistance and resolving complex product issues independently.
• Communicate customer issues and requests effectively to product management and the R&D teams, ensuring that feedback is used to enhance product quality and support processes.
• Oversee the resolution of technical queries related to integration, SDK, and coding, ensuring timely and accurate solutions.
• Manage and coordinate the escalation of issues to Tier 2 support, NOC, and R&D teams, ensuring appropriate and effective follow-up.
• Maintain and update the internal Knowledge Base and playbooks, ensuring they are comprehensive, accurate, and accessible for the team.
• Develop and implement best practices for technical support processes and procedures.
• Monitor team performance, conduct regular reviews, and provide constructive feedback to team members.

Requirements:

• previous support managerial experience.
• Proven experience in a Technical Support role with a demonstrated track record of leadership and team management.
• Strong technical background with the ability to handle complex technical issues and provide advanced troubleshooting.
• Excellent interpersonal skills with the ability to lead, motivate, and develop a high-performing team.
• Fluent in English with exceptional oral (phone) and written (email) communication skills.
• Advanced analytical thinking and problem-solving skills.
• Ability to work effectively under pressure, with strong self-control and resilience.
• Exceptional customer service skills and a commitment to delivering excellent support.
• Experience in managing support processes and improving team efficiency.

Preferred Qualifications:

• Python knowledge: an advantage.
• Experience with Automated ID authentication technologies or similar fields is a plus.
• Knowledge of integration, SDK, and coding issues in a technical support context.
• Previous experience in a team lead or supervisory role within a technical support environment.

If you are a dedicated professional with strong leadership abilities and a passion for providing outstanding technical support, we encourage you to apply and join our team at AU10TIX.