Líder de Equipe - Technical Support

Genetec · Panama, Panama, Panama

Location

Panama

Job Type

Full-time

Posted

June 10, 2026

Job Description

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 changes based on priorities
Manage escalations...
        

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