Technical Support Manager
Technical Support Manager
We are looking for a Technical Support Manager to lead our technical support and deployment team. This role is responsible for ensuring that AI Vision cameras, sensors, edge servers and software are successfully installed, configured, maintained and operating reliably at customer sites.
The successful candidate will take ownership of SLA-driven technical support, from first-line troubleshooting of network, CCTV and Linux-related issues to escalation with software developers. The role will also drive the adoption of agentic AI and LLM-based tools to improve technical support, troubleshooting, monitoring and documentation processes.
Key Responsibilities
Lead and coordinate vendors and contractors for the installation, configuration, maintenance and security of cameras, sensors, edge servers and software at customer locations.
Configure, monitor and troubleshoot site networks and CCTV systems, including IP cameras, NVR/VMS, switches, routers, VPN and remote access.
Perform application and system deployment, configuration and testing on Linux-based edge servers using CLI/SSH.
Troubleshoot Linux services, system logs, connectivity issues, software updates and related deployment issues.
Manage the helpdesk by monitoring support cases and emails, providing first-level troubleshooting and ensuring issues are resolved within the agreed SLA.
Escalate complex technical issues to software developers with clear troubleshooting findings, logs, reproduction steps and relevant technical details.
Develop and implement agentic AI / LLM-based tools and workflows to automate ticket triage, remote diagnostics, monitoring alerts, troubleshooting and knowledge-base documentation.
Establish, document and maintain installation, configuration, deployment and troubleshooting procedures.
Prepare and maintain technical documentation and knowledge-base materials for recurring support issues.
Provide training to customers on the software and technical solutions.
Coach and guide the technical support team to improve technical competency, service quality and response time.
Monitor recurring technical issues and recommend improvements to system reliability, deployment processes and support operations.
Participate in after-hours support or urgent troubleshooting when required.
Requirements
Bachelor's Degree or Advanced Diploma in Computer Science, Information Technology, Network Engineering or a related field.
Minimum 4 years of relevant experience in technical support, network/CCTV systems, systems deployment or a related technical support environment.
Hands-on experience with agentic AI / LLM tools and their practical application in technical support or workflow automation is required.
Strong knowledge of networking fundamentals, including TCP/IP, VLAN, PoE, VPN and remote access.
Hands-on experience with CCTV/IP camera systems, NVR/VMS, RTSP and ONVIF.
Proficient in Linux CLI, SSH and shell scripting.
Basic knowledge of programming and database troubleshooting.
Experience in system/application deployment, testing and troubleshooting.
Strong troubleshooting, analytical and problem-solving skills.
Good leadership and team coordination skills, with the ability to manage vendors, contractors and internal technical teams.
Good communication skills in English and Bahasa Malaysia, both written and verbal.
Strong sense of ownership, responsibility and commitment to meeting service levels.
Willingness to learn new technologies and continuously improve technical support processes.
Possess own transport and be willing to travel to customer sites when required.
Willing to provide after-hours support at short notice for urgent technical issues.
Key Skills
Technical Support | Network Troubleshooting | CCTV / IP Camera | NVR / VMS | Linux | SSH / CLI | TCP/IP | VLAN | PoE | VPN | RTSP / ONVIF | Edge Computing | System Deployment | Agentic AI | LLM Tools | Technical Documentation | Helpdesk Management | Team Leadership