Technical Support Team Lead

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, 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.