Senior Technical Support Manager

2 semanas atrás


Portugal Akurateco Tempo inteiro

Akurateco, a leading payment orchestration and white-label payment gateway software provider, is seeking an experienced Technical Support Lead. As part of our expanding team, you will play a crucial role in establishing an effective tech support department and managing a team of technical support specialists.

About Akurateco

We offer a fully brandable solution with 250+ integrated payment providers worldwide, allowing users to own a ready-to-use PCI DSS payment gateway and manage multiple payment channels in one single place.

Job Description

This is an exciting opportunity to join our team as a Technical Support Lead. Key responsibilities include:

  • Establishing effective tech support department workflows, documentation, SLAs, and processes
  • Managing the technical support team, defining objectives, and tracking progress
  • Providing hands-on leadership to proactively solve client issues across various topics
  • Collecting information about problems and attempting to resolve them independently or escalating to the appropriate teams (QA, developers, BA, DevOps, or system administrators)

You will be responsible for installing and configuring client connection systems, responding to client support requests, repairing software system malfunctions, and evaluating and prioritizing customer support cases.

Requirements

To be successful in this role, you should have:

  • Bachelor's degree in Information Technology or Computer Science
  • Proven work experience as a technical support engineer or similar role for at least 3 years, with 2 years of experience as a Technical Support Manager
  • Strong testing skills and knowledge of web services, APIs, and IP-based protocols
  • Ability to troubleshoot complex system and software issues
  • Client-oriented and friendly attitude, attentiveness, and self-dependence

The ideal candidate will have a solid understanding of English at an intermediate level and relevant technical certifications such as Microsoft, Cisco, Linux, or similar.

Benefits

We offer an interesting and extensive project, flexible working hours, and a good work-life balance. You will also receive 20 vacation days and sick leaves upon request.

Estimated Salary

The estimated salary for this position is $80,000 - $100,000 per year, depending on location and experience.


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