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Technical Support Manager
1 semana atrás
Technical Requirements
We're looking for a highly skilled and experienced technical professional to join our team as a Product and Operations Support Lead.
You will be responsible for managing L3 incidents, owning customers' escalations, coordinating with Engineering and Ops, and resolving incidents until the end.
You will be a technical reference and mentor for L1 and L2 levels, providing guidance and support as needed.
Duties and Responsibilities
The ideal candidate should have at least 5 years of experience in Customer Support, preferably in international environments, managing L2 & L3 types of incidents.
You will be responsible for:
- Developing and maintaining a deep understanding of our solution and its underlying ecosystem
- Managing complex, escalated issues, and ensuring timely resolution
- Coordinating with Engineering and Ops teams to resolve customer issues
- Creating and managing tickets in JIRA for Engineering and Product teams
- Providing technical guidance and support to L1 and L2 levels
- Mentoring and training engineers from lower Support levels
- Developing and delivering training programs as needed
