Technical Support Engineering Lead Offline

About Ceron Technologies
Ceron Technologies is a leading provider of innovative fintech solutions, delivering cutting-edge products and services to high-profile clients. We are looking for a Technical Support Team Lead to manage and optimize our IT support operations, improve workflows, and ensure top-tier support for our clients.

Responsibilities:

• Lead and manage the technical support team (3-4 engineers) to ensure efficient and effective resolution of customer issues.
• Develop and optimize support processes to enhance efficiency and client satisfaction.
• Provide hands-on technical support and guidance to team members.
• Monitor and analyze support metrics to identify areas for improvement.
• Resolve software issues by running pre-existing runbooks and isolating the root cause.
• Manage and report critical incidents to the engineering team, determining the course of action.
• Conduct problem analysis and provide workaround suggestions or escalate for critical hot fixes.
• Develop data visualizations and full-fledged reports per client request.
• Acquire and document in-depth technical knowledge of products and services.
• Take an active interest in the business logic of the product and study it quickly.
• Maintain internal and external knowledge base on products and troubleshooting procedures.

• Lead the technical support team and design team policies, supervising best practices in the support domain.

   

Requirements:

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

• Excellent troubleshooting and problem-solving skills, with an analytical mindset to troubleshoot and resolve complex technical issues.
• High motivation for innovation and the ability to explore and drive new ideas and technologies.
• A self-starter with a strong sense of discipline and a desire for continuous learning and self-improvement.
  
   

Why Join Us?

• Work in a dynamic fintech environment with high-profile clients.
• Fully remote with flexible hours.
• Opportunity to build and improve support processes from scratch.
• Work with cutting-edge cloud technologies.
• Join a collaborative, international team.
  
   

Benefits:

• 18 paid vacation days and 6 paid sick leave days per year.
• Paid premium access to ChatGPT for work-related use.
• Compensation for English courses and professional development.
  
   

Hiring Process:

1. HR Interview
2. Technical Assignment
3. Technical Interview
4. Final Team Interview