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**About the Role**:We are seeking a focused, detail-oriented, and experienced Technical Support Manager to lead our customer support operations in Mexico.You will oversee daily ticket management and ensure timely issue resolution, while driving improvements in service quality and operational efficiency. You will lead by example - coaching your team, refining support processes, and delivering an outstanding customer experience that reduces churn and enhances satisfaction.**Who You Are**:You are a customer-first leader who:- Thrives under pressure and manages competing priorities with calm and clarity.- Has a strong sense of accountability, empathy, and a problem-solving mindset.- Excels at simplifying processes and motivating teams toward excellence- Has hands-on experience managing technical support and operational functions.You are passionate about service quality and results, and understand that attention to the day-to-day, especially the resolution of support tickets, is key to long-term success.**Key Responsibilities**:- Lead and manage the Technical Support and Monitoring teams to ensure high-quality, timely customer service.- Oversee daily support ticket management, ensuring that all issues are handled efficiently and resolved within defined SLAs.- Implement processes and tools to prioritize, track, and close tickets effectively.- Identify recurring issues and drive root-cause analysis to prevent reoccurrence.- Collaborate with the Development Team at our Canadian HQ to define, measure, and optimize KPIs for ticket response and resolution times.- Use data and customer feedback to drive service improvements, reduce churn, and control operational costs.**Skills and Qualifications**:- Bachelor’s degree in Electronics, IT, or Computer Engineering.- Fluent English with strong communication skills.- Proven experience in Technical support management, preferably in the tech or GPS tracking industry.- Strong leadership and team development skills.- Excellent problem-solving abilities and attention to detail.- Proficiency in analyzing operational data and optimizing workflows.- Strong organizational skills with a focus on daily support ticket resolution.**Why Join PosiTrace?**At PosiTrace, we offer more than just a job—we offer a meaningful career. Here, you’ll find a collaborative team, opportunities to grow, and the chance to make a real difference in our customers’ success.**Compensation and Benefits**:- Base Salary: Starting at $33,000 MXN/month- Performance Bonus: Based on team and individual resultsReady to lead a high-impact team and drive support excellence from ticket to resolution? Let’s talk.
