Technical Support with Lead experience to $2800

Our Customer is one of the leading financial services tech enablers encompassing digital payment solutions (processing gateways, cross border and domestic remittances including SWIFT, SEPA Credit
Transfers, SEPA Instant Credit transfers, Faster payments), digital e-wallet (core electronic money platform, white-label sub-platform, mobile neobanking), verification services integrations (KYC & AML), cards processing solutions, robust open banking API.

Our technical product support team is looking for a Technical Support Team Lead to oversee and optimize our support processes. As a leader with a passion for problem-solving and process improvement, you will ensure the delivery of exceptional technical solutions to our customers from the first call to resolution. The ideal candidate will have an open mind, a strong sense of self-discipline, and a desire to continuously learn and develop into a better version of themselves.

This is an exciting opportunity for the successful candidate to join a funded startup in its founding years and directly influence the growth and development of our product. If you have an analytical and troubleshooting mindset, enjoy engaging with clients, and have a knack for leading and optimizing team workflows, we’d love to hear from you.

Requirements:
1. Proven experience in a technical support or engineering role, with a focus on leading and
optimizing support teams.
2. Strong problem-solving skills and a passion for delivering exceptional customer service.
3. Ability to develop and implement efficient support processes.
4. 3-5+ years of experience in technical support (Tier 2 / L2).
5. Proficiency in SQL (PostgreSQL would be a plus).
6. Comfortable using application logs (e.g. Kibana) to investigate issues.
7. Good knowledge of Linux. Experience in configuring and maintaining the operating system would be a plus.
8. Experience with report services (e.g. JasperSoft).
9. General understanding of REST API.
10. English B2 level (both writing, reading, and verbal skills).

Responsibilities:
1. Lead and manage the technical support team to ensure efficient and effective resolution of customer issues.
2. Develop and optimize support processes to enhance efficiency and client satisfaction.
3. Provide hands-on technical support and guidance to team members.
4. Monitor and analyze support metrics to identify areas for  improvement.
5. Resolve software issues by running pre-existing runbooks and demonstrating the ability to isolate the root cause.
6. Manage and report critical incidents to the engineering team and determine the course of action.
7. Problem analysis, resulting in workaround suggestions or critical hot fixes escalations.
8. Develop data visualizations and full-fledged reports per client request.
9. Acquire and document in-depth technical knowledge of products and services.
10. Maintain internal and external knowledge base on products and troubleshooting procedures.
12. Lead the technical support team (3-4x engineers), design team policies, and supervise support team members on the best practices in the support domain.