Technical Support TL

 Technical Support Team Leader

We are looking for an experienced, full-time Team Lead in the Technical Support team to join our IT team. They will iterate quickly and deliver in a fast-paced environment with an attention to detail.

Responsibilities:

• Oversees the day-to-day operations of their Technical Support team.
• Leads and mentors the Technical Support team, performing regular staff reviews, and communicating and adhering to new procedures, policies, and goals.
• Provides direct supervision of senior technical support engineers in the team.
• Is the point of contact when it comes to technical escalations.
• Tracks and improves team performance metrics, workflows, and SLAs.
• Monitors the ticket system queues and assists with daily goals; conducts quality control to reduce errors.
• Establishes, recommends, and implements policies to ensure quality and efficiency in providing customer-oriented services.
• Works effectively with other teams implementing strategies to increase profitability, productivity, and overall improved customer experience.
• Ensures that all customer inquiries and issues are solved correctly and in a prompt and professional manner.
• Implements any necessary preventive measures to reduce mistakes and issues.
• Reviews Technical Support related processes and documentation for continuous improvement.
• Works independently, and generally with minimal supervision.

Requirements:

• 10+ years total experience; at least 2-3 years of experience in a similar team management role with a strong technical focus.
• Strong leadership skills, with advanced organizational and interpersonal abilities.
• Excellent technical, troubleshooting, and problem-solving skills.
• Decent understanding of HTML, CSS, Javascript, PHP, XML, etc.
• Decent knowledge in networking and protocols e.g. HTTP(S), (S)FTP, SSL/TLS, TCP/IP, etc.
• Appropriate IT-related degree or relevant experience (candidates coming from system administration, DevOps, QA, or development backgrounds also welcome)
• Able to communicate technical information clearly to others.
• Research skills and ability to gather information to support technical decisions.
• Willingness to build professional relationships with staff and customers.
• Strong technical writing and documentation skills
• Detail-oriented, with high standards for deliverables
• Fluent in English, both written and verbal
• An enthusiastic, hard-working, motivated person with excellent communication skills and a sense of humor
• Experience with public clouds AWS (preferred), GCP, Azure, etc.
• Experience with monitoring tools

Considered an advantage:

• Experience with ticketing systems (Zendesk preferred)
• Experience with Linux
• Previous experience in the payment industry

Benefits:

• Fast-growing payment company
• Excellent working conditions, casual atmosphere, and state-of-the-art hardware
• Modern, challenging, constantly growing business
• Professional development - books, training, certifications, etc.
• Team building and fun activities
• 25 days paid holiday, 1 day for every 2 years with us
• Fully distributed and remote
• Benefits platform containing many benefits to choose from