Technical Support Manager

Leading and managing the technical support function, ensuring the highest levels of operational reliability, client satisfaction, and service quality across the company’s financial technology products and platforms. Overseeing the support team, managing escalations, optimizing support workflows, and acting as the main liaison between internal technical teams and external clients for operational and technical issue resolution. Driving continuous improvement initiatives and contribute to strategic planning for service operations.


RESPONSIBILITIES

• ·      Manage, develop, and lead the technical support team, ensuring efficient handling of incidents, service requests, and technical inquiries from clients and internal teams.
• ·      Set and enforce SLAs, KPIs, and operational standards for issue resolution, response times, and client satisfaction.
• ·      Oversee the escalation process for complex or critical issues, coordinating with Integration, Product, Engineering, and Infrastructure teams to ensure timely resolution.
• ·      Monitor system health and transaction performance, proactively addressing potential risks or operational issues.
• ·      Lead the hiring, training, and performance management of technical support staff, promoting a culture of accountability, teamwork, and continuous development.
• ·      Analyze recurring issues and incident trends, driving root cause analysis and long-term solutions.
• ·      Collaborate with cross-functional teams to support product rollouts, integrations, and client onboarding processes.
• ·      Prepare and present regular reports on support team performance, incident trends, and operational challenges to senior management.
• ·      Identify opportunities to optimize support operations through new tools, automation, or process enhancements.
• ·      Manage technical documentation, knowledge bases, and standard operating procedures to maintain service consistency and operational excellence.
• ·      Ensure operational readiness for new product features and system upgrades through training, documentation, and capacity planning.
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REQUIREMENTS

• ·      Bachelor’s degree in computer science, Engineering, Information Technology, or a related field.
• ·      7+ years of experience in technical support or application support roles, with at least 3-4 years in a leadership/management position, preferably in a fintech, banking, or payment services environment.
• ·      In-depth understanding of financial technologies, online payment systems, digital wallets, APIs, or similar platforms.
• ·      Understanding of basic networking, security protocols, and encryption technologies used in financial transactions.
• ·      Experience with customer support tools (Freshdesk, Jira, Kibana, or similar platforms).
• ·      Experience with mobile applications (iOS, Android) is a plus.
• ·      Experience with troubleshooting steps ( HTTP/S protocols, REST APIs, Webhooks, callback URLs, basic networking, JSON, XML payloads, Authentication & risk flows (3DS, SCA, etc.).
• ·      Log analysis and debugging tools experience.
• ·      Experience with support process and workflows
• ·      Experience with escalation flows externally and internally.
• ·      Understanding cross-functional alignments.
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