Customer Support Manager - Lisboa, Portugal - Lisboa

Customer Support Manager - Lisboa, Portugal -
Lisboa
Lisboa, Lisboa, Portugal

At Bloq. it, we’ve created the world’s leading smart locker solution. Solving online deliveries by enabling everyone to participate easily, reducing delivery costs and making them more sustainable.

We’re quickly expanding, and after growing at 1000% for three years in a row, we’re now the
- growing Smart Locker company in the world and one of the fastest growing
- ups in Europe.

We are in search of a Technical Support Manager to join our innovative team as our new #bloqstar. In this role, you will lead Bloq. it’s “Specialized Technical Support” an
- specialized team responsible for
- dive investigations, proactive monitoring, and advanced (L3) escalations. You will ensure swift incident response for critical issues, reduce overall downtime, and collaborate closely with Engineering, Product, and other support teams.

What you’ll be doing:

• Coordinate a small group of highly skilled specialists (firmware, electronics, cloud, etc. ), ensuring urgent issues are swiftly escalated and resolved;

• Work with the Monitoring Specialist to define KPIs, set up alerts, and track potential issues across the locker network;
• Oversee complex investigations, document solutions, and drive permanent fixes in partnership with Product/Engineering teams;
• Analyze recurrent issues, implement preventive measures, and feedback insights into training materials.

What you’ll bring to the table:

• Background in technical support and engineering, with experience in hardware, firmware, and Io
  T systems;
• Experience creating and maintaining technical support and maintenance manuals;
• Hands-on expertise in hardware repairs, quality checks, and field troubleshooting;
• Strong understanding of communication protocols, including Serial Communication, RS485, and LTE (2G, 3G, 4G);
• Proficiency in operating systems and hardware troubleshooting, with knowledge of drivers and firmware (deployment, debugging, and updates);
• Familiarity with screen technologies, including setup, diagnostics, and repairs;
• Fluent in English and Portuguese (written and spoken).
  

Why join us?

• The opportunity to join our Ops - Support team and play a pivotal role indriving efficient issue resolution, proactive monitoring, and continuous process improvements while contributing to innovative solutions that redefine Bloq. it's revolution in the smart locker industry ;
• A dynamic and
  - paced work environment with a culture of innovation, collaboration, and continuous learning ;
• Competitive salary and flexible benefits package, tailored to your experience and skills ;
• Eligibility for
  - based bonus, tied to your results and designed to reward your impact ;
• Work how you work best - we offer a
  - friendly policy and flexible hours so you can stay productive and keep life balanced ;
• Portuguese Health Insurance ;
• Unlimited days off (subject to manager approval).

Ready to join the revolution?