Team Lead Technical Support (Networking)

TL;DR

Team Lead Technical Support (Networking): Guiding global and regional support strategy, providing technical assistance to customers, and developing internal and partner training programs with an accent on optimizing support processes and collaborating for product improvement. Focus on leading and mentoring a technical support team, ensuring efficient help desk operations, and resolving complex networking and protocol-related issues.

Location: Remote within EMEA (Europe, Middle East, and Africa). The company has a presence in Venlo, NL, and requires occasional international travel.

Company

hirify.global is a global company focused on improving connectivity and security, pursuing next-generation connectivity solutions and paving the way for automation.

What you will do

• Shape and advance global and regional support strategy.
• Provide technical support and troubleshooting for customers worldwide.
• Organize and deliver training sessions for internal teams and partners.
• Advise customers on hirify.global products (Wired/Wireless/Security/IO & Protocols).
• Collaborate with R&D, Product Management, and Sales to improve products.
• Optimize support processes and Help Desk systems for efficiency and scalability.
• Lead and develop your team through task allocation, motivation, and recruiting.

Requirements

• Degree in Computer Science, IT, Communication Engineering, or equivalent experience with networking certifications.
• 10+ years in technical customer support or project management, with 5+ years of leadership experience.
• Strong knowledge of Industrial Ethernet (wired and wireless), Communication Protocols (e.g., Modbus, PROFINET, EtherNet/IP), Troubleshooting, VLANs, Subnetting, Network Security, Monitoring, and Diagnostics.
• Proficiency in Technical Support Management, Escalation Handling, Performance Monitoring, Mentoring, Coaching, Workflow Coordination, Resource Allocation, Conflict Resolution, Cross-Functional Communication, Service Quality Assurance, and Process Improvement.
• Fluency in English is required.
• Willingness to travel occasionally internationally.

Culture & Benefits

• Hybrid and remote work practices where feasible.
• Flexible working hours.
• Employee stock purchase plan.
• Parental leave benefits and paid leave for volunteer work.
• Multiple training opportunities, professional talent management, and succession planning.
• Corporate health and well-being initiatives.
• Commitment to diversity, equity, inclusion, and sustainability.