Technical Support Manager

Your Role in Keeping the Future in Safe Hands…

As the Technical Support Manager for Traka Americas, you will be responsible for leading and evolving our technical support function to deliver consistently high-quality, scalable, and customer-centric support experience.

This role goes beyond day-to-day supervision. You will play a key role in setting the strategic direction of the technical support program
, introducing new processes, defining and tracking KPIs, and continuously improving the tools, systems, and workflows that enable world‑class service delivery.

Reporting to the Technical Director, Traka Americas, you will lead the Technical Support team while working cross‑functionally with Project Delivery, Field Services, Product, and Global stakeholders as needed to ensure support capabilities scale with the business.

The Technical Support Manager is a critical enabler of Traka’s customer promise. This role ensures that as the business grows, our support capabilities scale with it - delivering reliable, responsive, and professional service that differentiates Traka in the market.

• Define and evolve the technical support operating model to support growth and exceed customer expectations.
• Establish, track, and continuously improve KPIs (e.g., SLA attainment, first‑contact resolution, backlog health, escalation trends, customer satisfaction).
• Identify gaps in tools, systems, and processes that lead to improvements which enhance efficiency and service quality.

• Lead, coach, and develop the Technical Support team, including performance management, training, and capability building.
• Own onboarding and ongoing technical training programs in partnership with our Technical and Product teams.
• Conduct regular 1:1s, performance reviews, and development planning.

• Ensure daily operational performance meets defined SLAs and customer expectations.
• Act as the senior point of escalation for complex or business‑critical customer issues.
• Balance strategic oversight with hands‑on support involvement when volume or complexity requires.
• Be the face and voice for Traka Americas customer support — for end users, our partners and internally.

• Drive improvements to CRM/ticketing workflows, documentation, support resolution and knowledge management.
• Partner with global and regional teams to align on best practices and standardization where appropriate.
• Proactively identify new ways of working to improve productivity, quality, and customer experience.

• Work closely with Field Services, Project Delivery, Sales, and Service Administration to ensure seamless customer handoffs and accurate scoping of support services as needed.
• Partner with internal teams on system upgrades, releases, and major initiatives impacting support.
• Ensure safety standards, compliance, and best practices are followed across the support organization.

• 5+ years experience in technical support, service operations, and support leadership roles.
• Prior experience as a Senior Support Lead, Supervisor, or Manager in a technical environment.
• Demonstrated success improving support performance through KPIs, process changes, and tooling improvements.
• Experience operating in a matrixed or global organization preferred.
• This role requires up to 10% domestic/international travel. Travel frequency may vary based on business needs.

• Strong technical foundation in hardware, software, networking, and diagnostics.
• Experience with software installation, configuration, and system support.
• Advanced working knowledge of Ethernet/IP networks.
• Strong people leadership, coaching, and communication skills.
• Ability to balance strategic thinking with hands‑on execution.

• Background in security, access control, or related electronic systems is a plus.
• Knowledge of card reader technologies (Wiegand, OSDP) is a plus.
• Working knowledge of Microsoft SQL Server and IIS.
• College degree in a technical…