Head of Tech Support

Location Bulgaria
Job Type Permanent
Salary Attractive
Reference 32064
Pentasia presents an exclusive vacancy on behalf of one of our partners who is a leading payment service provider. They are looking for a Head of Tech Support to work remotely from Bulgaria.

Responsibilities:

  • Oversees the day-to-day operations of the Technical Support team
  • Records and monitors team SLAs, workflows, and performance and provides reports based on metrics
  • Leads and mentors the Technical Support team, performing regular staff reviews, communicates and adheres to new procedures, policies, and goals
  • Provides professional technical support to clients and partners
  • Designs and maintains engineering test suites based on product specifications
  • Maintains and monitors the system applications
  • Assists client integrations and support integrations to service providers
  • Immediately communicates and escalates problems in the operation of internal systems
  • Troubleshoots and resolves issues in a timely manner and acts as a point of contact for technical escalations
  • Interacts with other teams and clients to define requirements
  • Oversees and participates in tracking, troubleshooting and resolution of issues logged internally and by clients
  • Leads integrations of important merchants and resolving more complex issues
  • Participates in development of the software products by providing knowledge on the business and the online payments
  • Generates technical notes and documentation wikis, best practices, and procedures
  • Participates in the recruitment and selection process, hiring, and training of new employees
  • Defines goals and executes performance evaluations of his subordinates according to the company evaluation model
  • Gives constructive feedback and motivates the team members
  • Creates monthly shift schedules for the team to ensure 24/7/365 support service to clients
  • Performs any and all duties assigned by the immediate supervisor
  • Comply with all internal regulations, procedures, policies, and ISO standards

Requirements:

  • Bachelor’s degree in computer science/engineering, or equivalent working experience
  • Minimum 10 years of experience. Background preferably in technical support roles; experience in programming, system administration, networking, security, or cloud welcome
  • 3+ years experience in a similar role as Head of Tech Support/Tech Support Lead
  • Familiarity with protocols – e.g. HTTP(S), (S)FTP, SSL/TLS, the TCP/IP stack
  • Advanced network, diagnostics, and troubleshooting skills
  • Proactive, internally driven, and results-oriented, able to meet deadlines
  • Strong analytical skills, problem solver
  • Able to communicate technical information clearly to internal and external parties
  • Well-developed leadership, communication, and interpersonal skills
  • Willingness to build professional relationships with staff and clients
  • Excellent English language skills

Considered as advantage:

  • Automation skills in any programming language
  • Experience with Linux
  • Experience with databases
  • Deep knowledge in monitoring tools
  • Previous experience in the payments industry

The offer:

  • Fast-growing payment company;
  • Able to work fully remotely on an ongoing basis;
  • Excellent working conditions, casual atmosphere, and state-of-the-art hardware;
  • Excellent remuneration package −in the top 10% of the industry;
  • Professional development - books, training, etc.;
  • Team buildings and fun activities;
To apply please send me your CV: anissa.farih@pentasia.com
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