Head of Technical Support I Teltonika Security Systems

We are looking for a Head of Technical Support to join Teltonika Security Systems and lead the creation of our technical support department. This is a key leadership role responsible for building the technical support function from scratch, defining processes, tools, and standards, and ensuring high-quality support for professional security systems used worldwide. You will work closely with engineering, quality assurance, and project teams, acting as a bridge between technology and customers, while shaping a scalable and efficient support organization. In this role, you will: Build and lead the technical support function from zero, including the selection, implementation, and maintenance of a helpdesk / ticketing system. Define and continuously improve support workflows, priorities, escalation rules, and service standards. Oversee technical support operations, ensuring efficient handling of customer and installer requests. Consult clients and installers on the operation, installation, and configuration of vehicle and building security systems. Coordinate remote diagnostics of system issues, including log analysis and root cause identification. Ensure proper initial testing and escalation of complex cases to engineers, developers, or testers. Create, adapt, and maintain technical documentation, including materials related to migration to the Teltonika ecosystem. Establish and maintain a structured knowledge base / wiki for customers and internal teams, documenting common issues and best practices. Work with advanced security systems, including alarm control panels, modules, and communicators designed for professional applications. Collaborate closely with R&D, quality assurance, and project management teams to ensure project continuity and timely delivery of solutions to customers. Take part in building and leading the technical support team in the future, including onboarding, mentoring, and performance development. Education or solid work experience in telecommunications, electronics, informatics, engineering, or a related technical field. Proven experience in technical support, systems support, or technical coordination, with the ability to take ownership and lead. Strong motivation to build support systems, processes, and documentation from scratch. A customer-oriented mindset with a genuine passion for helping others and solving complex technical problems. Excellent communication skills and the ability to speak and write fluently in English (additional languages are an advantage). Strong analytical thinking, structured problem-solving skills, and the ability to make decisions in complex situations. A founding leadership role with full ownership in building and shaping the Technical Support department. Opportunities to grow in a strong and rapidly expanding international company. Exposure to complex, industrial-grade security systems and ambitious technical projects. A culture where curiosity and knowledge-sharing are encouraged through trainings, conferences, and business trips. A dynamic and challenging work environment with a collaboration-driven internal culture. Flexible working hours, hybrid work options, and the possibility to work remotely. Company-paid sports activities (basketball, football, volleyball, yoga) and other sports initiatives. Team events, summer festivals, and regular team-building activities. Additional bonuses through the employee recommendation program. Birthday gifts and rewards for work anniversaries. Salary We appreciate everyone's efforts and experiences, so we offer an attractive salary matching your skillset and field expertise. The salary for this position ranges from 20 Eur/h up to 28 Eur/h (~3400 Eur—4700 Eur) pre-tax, depending on your experience and expertise, with the option to get bonuses. *In an employment agreement, we specify and define a fixed (tariff) hourly salary rate before taxes. If you have questions, do not hesitate to contact our recruitment colleague Dovilė Dockevičienė by email [email protected]