Technical Support Lead - Gabb Wireless
Lehi, UT 84043
About the Job
At Gabb, we're on a mission to bring back the magic of childhood.
Remember those carefree days filled with outdoor adventures and genuine connections? We believe kids today deserve the same, even in a digital world. That's why we're passionate about creating safe tech that empowers parents and protects kids, fostering a balanced approach to technology that encourages life beyond the screen. With innovative products and services, we're giving families the tools they need to stay connected without sacrificing safety.
We're a team of caring, optimistic individuals who aren't afraid to challenge the status quo and have a little fun along the way. Join us as we champion a fearless approach to safe tech, helping kids explore the world around them while staying connected to what matters most. Together, we'll grow the Gabb brand and create a brighter future for families everywhere.
What You Do
The Product Support team at Gabb is looking for a Technical Support Lead for our Handheld product line and software services. In this role, you will be responsible for being the product support expert and act as the critical link between our Customer Support team and our Product and Engineering teams.
You will be the champion for our customers, ensuring their technical issues and feedback are understood and addressed effectively. You will have a deep understanding of our products and services, and a passion for problem-solving and customer satisfaction. Your daily objectives can include:
Be the voice of the customer
- Work closely with the Customer Support teams to understand and analyze technical issues reported by customers.
- Identify trends and patterns in customer feedback and escalate critical issues to the appropriate teams.
- Advocate for customer needs and ensure their concerns are addressed in product development and engineering decisions.
Bridge the gap between support and engineering
- Clearly communicate technical issues to the Product and Engineering teams, providing detailed information and context.
- Collaborate with product managers and engineers to develop solutions and improvements that address customer pain points.
- Translate technical information into easily understandable language for the Customer Support team.
Technical expertise and support
- Possess a strong technical understanding of our products and services.
- Contribute to the development of knowledge base articles and internal documentation.
- Continue open communication between the product support team and other departments and teams.
What You'll Need
- 1+ year of technical support experience
- Extensive technical knowledge in hardware and software, preferably cellular devices such as cell phones and wearable devices
- Familiarity with project management and engineering ticketing tools (Jira, Notion, etc.)
- Superb communication skills, verbal and written
- Analytical and data-oriented approach to problem solving
- Strong interest in a career in the engineering and product industry preferred
- Prior experience in a tech or telecom company, a plus
The Good Stuff
?? Mission driven to protect kids and make a difference in the world
?? Work-life balance with generous PTO, hybrid schedules, and more
?? Generously covered insurance premiums (up to 100% based on tenure)
?? Stock options and 401(k) plan with employer match
?? Fast-paced startup environment with room for career growth
?? Energetic and collaborative company culture (plus the coolest coworkers around)
?? Pet insurance to keep your furry friend happy and healthy
?? Get paid to give your time to the community
Everyone's Welcome Here
Gabb is an equal opportunity employer committed to a diverse and inclusive workplace. We welcome and encourage applications from all qualified individuals, regardless of background or identity. All applicants will be considered for employment without regard to race, color, religion, sex, disability status, protected veteran status, sexual orientation, pregnancy, or any other protected characteristic.
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Source : Gabb Wireless
