Technical Support Team Lead

Our client is a leader in the fintech industry providing solutions for online, in-app and in-store payments. They offer features such as global acquiring, alternative payment methods, fraud and risk management, card issuing and an in-house e-wallet solution. Now, they are looking for a Team Lead for their Technical Support department.

What you'll do:

• Overseeing the day-to-day operations of their Technical Support team.
• Leading and mentoring the Technical Support team, performing regular staff reviews, communicating and adhering to new procedures, policies and goals.
• Be the point of contact when it comes to technical escalations.
• Tracking and improving team performance metrics, workflows, and SLAs.
• Monitoring the ticket system queues and assists with daily goals; conducts quality control to reduce errors.
• Ensuring that all customer inquiries and issues are solved correctly and in a prompt and professional manner.
• Implementing any necessary preventive measures to reduce mistakes and issues.
• Works independently, and generally with minimal supervision.

What you bring to the table:

• 10+ years total experience; at least 2-3 years of experience in a similar team management role with strong technical focus.
• 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.
• Strong technical writing and documentation skills.
• Experience with public clouds – AWS (preferred), GCP, Azure, etc.
• Experience with monitoring tools.

What would be an advantage:

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

What's in it for you?

• 25 days annual paid leave (increasing with 1 day for every 2 years with the company).
• Fully distributed and remote.
• Additional health and dental insurance.
• Benefits platform contains many options to choose from.
• Excellent working conditions, casual atmosphere, and state-of-the-art hardware.
• Professional development - books, training, certifications, etc.

If this opportunity sounds interesting and rewarding to you, take the step and send your CV in English. Please mind that only shortlisted candidates will be contacted.

Recruitment license from National Agency of Employment № 1931. All applications will be treated with strict confidentiality.