Líder de Equipe - Technical Support

Genetec • ciudad de méxico, ciudad de méxico, Mexico • Posted June 10, 2026

Location ciudad de méxico, ciudad de méxico

Job Type Full-time

Category Soporte técnico y administración

Posted June 10, 2026

Job overview: 
The Technical Support Team Leader oversees the proper management of technical support operations, facilitates communication between internal teams (T2, R&D, Pro Services, Customer Services, etc.) across LATAM, and also acts as an internal Genetec coordinator for process compliance and stakeholder engagement. 

What your day will look like: 
Technical Support Operations Management 

Monitor team and individual performance indicators (KPIs): Level 1 focus: 1BDR (Business Day Resolution), 1 Week DR, Customer follow-up, CSAT, etc. 

Encourage a collaborative approach within the team on support cases to ensure the correct analytical approach is adopted 

Support Genetec key accounts 

Transfer analytical and technical troubleshooting skills to support engineers to help them manage and resolve cases faster 

Anticipate task conflicts and organizational chang...

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