> Markdown version of [/jobs/ext/747420-technical-support-team-lead](https://www.wearedevelopers.com/jobs/ext/747420-technical-support-team-lead). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Team Lead - **Company:** Bureau d'Electronique appliquée S.A. - **Location:** Luik, Belgium (Remote available) - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Collaborative Software, Knowledge Management, Power BI, Diagnostic Tools, Tools for Reporting - **Published:** June 19, 2026 - **Apply:** https://be.indeed.com/viewjob?jk=941bd7ade3ec2a16 ## About the Role Do you have experience in Technical support?, Do you have a Master's degree?, * You hold a Master's degree, a Bachelor's degree in engineering, electronics, industrial sciences, automation or have an equivalent technical background through experience. * You have around 10 years of experience in technical support, product expertise, technical training and/or a technical-commercial environment, including proven experience in expert coordination or people management. * You are able to analyse and solve complex technical issues while structuring learnings so they can benefit the wider organization. * You have a strong understanding of support operations, escalation logic, service quality and priority management. * You enjoy turning data and field feedback into indicators, recommendations and concrete improvement actions. * You are comfortable using CRM tools, ticketing/case-management tools, knowledge bases, collaborative tools and reporting solutions. Knowledge of Power BI or digital/AI tools applied to support is an asset. * You communicate fluently in French and English. German is an asset. * You are recognized for your leadership, your ability to bring experienced technical profiles together and your capacity to build trust. * You combine analytical thinking, customer focus, rigor, pragmatism and sound judgement under pressure. * You are open to occasional travel depending on critical cases, internal alignment or customer support needs. ## Description Your mission will be to lead, structure and develop the Technical Support team (4 people) in order to ensure reliable, consistent and high-quality technical support for our customers and internal teams. As Technical Support Team Lead, you will play a key role in organizing technical support activities, developing the team's capabilities and continuously improving our ways of working. Your main responsibilities will include: * Leading and developing the Technical Support team by clarifying roles, setting priorities, supporting performance and fostering a culture of collaboration, constructive feedback and continuous improvement. * Ensuring the efficiency of technical support activities, including hotline support, written support, troubleshooting, escalation management and complex field interventions when required. * Structuring and improving support processes by defining response standards, escalation paths, diagnostic tools and common ways of working. * Using support data and field feedback to identify recurring issues, monitor quality indicators and turn insights into concrete improvement actions for Product Management, R&D, Quality and Sales teams. * Developing knowledge management practices by ensuring that solutions, best practices, FAQs, procedures and technical learnings are documented, accessible and regularly updated. * Contributing to the development of digital support tools such as knowledge bases, dashboards, self-service tools, diagnostic aids or chatbot solutions for recurring questions. * Ensuring the quality of technical documentation and training materials for customers, Sales, Technical Sales, Area Sales Managers and other internal stakeholders. * Acting as a strategic technical interface between the field and central departments, contributing to the continuous improvement of products, tools and customer experience. ## Related Videos - [Local Candidates vs International Talent - Building the Very Best Dev Team](https://www.wearedevelopers.com/videos/1067-local-candidates-vs-international-talent-building-the-very-best-dev-team) - [REST, GraphQL, gRPC, and more: A comparison of modern API styles](https://www.wearedevelopers.com/videos/100247-rest-graphql-grpc-and-more-a-comparison-of-modern-api-styles) - [Minimising the Carbon Footprint of Workloads](https://www.wearedevelopers.com/videos/1198-minimising-the-carbon-footprint-of-workloads) - [Diagnostic Tooling: How to get insights from your .NET services hosted in Kubernetes containers?](https://www.wearedevelopers.com/videos/100188-diagnostic-tooling-how-to-get-insights-from-your-net-services-hosted-in-kubernetes-containers) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Data Analytics with Microsoft Fabric: End-to-End Use Case with Data Agents](https://www.wearedevelopers.com/videos/1547-data-analytics-with-microsoft-fabric-end-to-end-use-case-with-data-agents) ## Related Articles - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Best Companies to Work For in France: Top 25 Companies in 2023 ](https://www.wearedevelopers.com/magazine/189-best-companies-to-work-for-in-france-top-25-companies-in-2023) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Best Companies to Work For in Paris: Top 25 Companies in 2023 ](https://www.wearedevelopers.com/magazine/190-best-companies-to-work-for-in-paris-top-25-companies-in-2023) - [Welcome to Switzerland](https://www.wearedevelopers.com/magazine/4-welcome-to-switzerland) - [Best Companies in the Netherlands: Top 25 Companies in 2023 ](https://www.wearedevelopers.com/magazine/193-best-companies-in-the-netherlands-top-25-companies-in-2023)