Technical Support Lead

As a Technical Support Lead at Turing AI, your primary responsibilities will include managing the technical support team, ensuring efficient problem resolution for customer-reported issues, collaborating with internal teams to enhance product performance, and developing knowledge base content. Additionally, you will provide mentorship and guidance to team members while fostering positive relationships with customers.

To apply for the Technical Support Lead position at Turing AI, you should have a Bachelor’s degree in a technology-related field, with a Master’s preferred. You must also have a minimum of 5 years of experience in physical security and video surveillance systems, strong technical proficiency, and experience in managing small teams.

The Technical Support Lead role at Turing AI requires proficiency in troubleshooting PCs and networking equipment, along with general knowledge of Linux. Familiarity with Video Surveillance as a Service (VSaaS) and experience in physical security systems are also advantageous for this position.

Yes, Turing AI provides the flexibility of remote work for the Technical Support Lead position, with the requirement to work based on the Eastern Time Zone. This arrangement allows you to effectively manage your responsibilities while being part of a dynamic team.

At Turing AI, a Technical Support Lead can expect a supportive and collaborative team culture. The company values mentorship and leadership, encouraging team members to foster positive relationships while maintaining a customer-centric mindset.

When answering this question, provide a specific example of a technical challenge you faced, how you approached diagnosing the issue, and the solution you implemented. Highlight your problem-solving skills and ability to work under pressure.

Discuss a prioritized approach to ticket management, explaining how you assess urgency and impact. Mention specific strategies you use, such as categorizing issues based on severity or using ticketing software to track and manage cases efficiently.

Share an instance where you identified a performance gap and developed a plan to help that team member grow. Focus on how your guidance and mentorship led to their improvement and any specific results that were achieved.

Consider discussing key strategies such as active listening, providing timely updates, and going the extra mile to address customer concerns. Emphasize the importance of communication and building trust in your customer relationships.

Address this question by illustrating your approach to conflict resolution. Explain how you engage with team members to understand the root of the issue, facilitating open communication to reach a constructive solution.

You might mention your experience in thorough product inspections and testing procedures. Explain how you leverage feedback from the team and customers to validate product features and ensure quality standards are met.

Talk about the resources you use, like industry publications, webinars, and networking events. Highlight your commitment to continuous learning and professional development to stay on top of relevant technologies and market changes.

Discuss tactics such as team-building activities, regular one-on-one check-ins, and recognizing individual achievements. Emphasize the importance of cultivating an inclusive culture where all team members feel valued and motivated.

Highlight your experience by sharing specific projects or roles where you engaged with VSaaS. Detail your understanding of its components, benefits for customers, and how you addressed technical challenges within that domain.

Summarize your relevant experience, technical skills, leadership qualities, and enthusiasm for the position at Turing AI. Connect your background directly to the company's mission and values, emphasizing your ability to enhance customer experiences.