TAC Engineering Lead

As THE leader in transit technology, Clever Devices' vision is to make meaningful contributions to worldwide mobility. Our goal is to be the leading provider of exciting technology that improves the quality of mobility in communities around the world.TAC is a 24/7 department that services our customers 365 days a year. In doing so, we are currently looking to fill positions in our 2nd and 3rd shifts (Eastern time) across Mon-Sun.The anticipated shift for this position is 8:30AM-5PM with one shift being on Sunday.Job Summary:The Lead TAC Engineer (LTE) manages and oversees the daily support operations of a team of TAC Engineers/TAC System Support Engineers. Serves as senior level technical resource for system troubleshooting, issue identification, and resolution and implement strategic plan to allow for improvement and growth of customer support.Work closely with cross functional teams and provides key stakeholders with analysis of data and reported issues.Develops and maintains quality documentation for helpdesk issues to senior management as required.Provides remote technical assistance with regards to software and hardware issues, installation, troubleshooting, and works with clients to ensure system uptime and optimal use of system functionality.Manages staff selection, growth and retention.Develops technical documentation, FAQs, and maintains a knowledge Required:10+ years' experience in a technical support or engineering environment which involves hardware, software, data, and communications technologies.5+ years in a Call Center/Help Desk environment or Technical Support Management role.Minimum of Bachelors level degree in Computer Science, Engineering, or equivalent.Senior level supervisory experience in a technical call center/help desk environment.Expert level experience with call tracking software.Strong knowledge in networking, databases and software application troubleshooting.Must be willing to travel for necessary trainings, on-site team meetings or customer visits (Clever Devices is an Affirmative Action/Equal Opportunity EmployerIn addition, Clever Devices Ltd. offers a variety of benefits to eligible employees, including health insurance coverage, wellness and family support programs, life and disability insurance, retirement savings plans, paid leave programs, education-related programs, paid holidays and time off, and many others, depending on the level and position offered.