Technical Support Team Lead
Posted 118 days ago- Open to discussion based on experience
Industry-leading Payments Solutions Provider looking for a Technical Support Team Lead
Join a company with a flexible, trust-based approach to their employees.
Company with 17 offices around the world, with the opportunity to work on global projects and collaborate with colleagues from different cultures and backgrounds.
Work on a modern state-of-the-art tech stack.
Salary: Open to discussion based on experience
Bonus: Annual performance bonus up to 25% of annual salary
Location: Fully remote basis across Bulgaria
Responsibilities:
Manage the day-to-day operations of the Technical Support team
Lead and mentor the team, including senior technical support engineers, by providing regular staff reviews and communicating new policies, procedures, and goals
Serve as the point of contact for technical escalations and ensure that all customer inquiries and issues are resolved accurately and promptly
Monitor ticket system queues, improve team performance metrics, workflows, and service level agreements (SLAs), and conduct quality control to reduce errors
Work with other teams to implement strategies for increasing profitability, productivity, and overall improved customer experience
Review Technical Support related processes and documentation for continuous improvement
Requirements:
least 8 years of total experience, including 2-3 years of experience in a similar team management role with a strong technical focus
Strong leadership skills and advanced organizational and interpersonal abilities
A decent understanding of HTML, CSS, JavaScript, PHP, XML, etc.
Knowledge in networking and protocols such as HTTP(S), (S)FTP, SSL/TLS, TCP/IP, etc.
Strong technical writing and documentation skills, detail-oriented, with high standards for deliverables
Experience with public clouds such as AWS (preferred), GCP, Azure, etc., and monitoring tools
Relevant IT degree or equivalent experience (backgrounds in system administration, DevOps, QA, or development are welcome).
Previous experience in the payment industry is a plus.
Benefits
Excellent working conditions, a casual working atmosphere.
Excellent remuneration package, being in the top 10% of the industry standard.
A focus on your professional development.
Team building and fun activities;
Benefits platform containing many benefits to choose from.
