7 дней назад
Support Manager (Payments)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Support Manager (Payments): Managing and developing a distributed 24/7 support operation for a global payments infrastructure platform with an accent on team performance, technical API and SDK troubleshooting, and operational quality. Focus on leading incident response and post-mortems, improving triage and escalation processes, and partnering with Product and Engineering leadership on recurring customer issues.
Location: Remote from the United Kingdom, Poland, Portugal, or South Africa
Company
provides unified infrastructure for global payments, helping finance and payments teams manage complexity, improve performance, and increase revenue through a single platform.
What you will do
- Co-own Support KPIs, metrics, processes, and accountability for a group of Support Engineers.
- Manage, coach, and develop five Support Engineers working across Asia, Europe, and the Americas.
- Drive operational excellence through quality assurance, work reviews, proposal reviews, and RFC reviews.
- Debug APIs, SDKs, and integration logs, and provide technical support during escalations and periods of high demand.
- Lead triage, escalation, major incident, post-mortem, and RCA processes.
- Partner with Product and Engineering leadership to identify recurring issues, shape the roadmap, and represent customer needs.
Requirements
- 5+ years of experience managing people and running a 24/7 distributed support operation.
- Technical ability to debug API integrations and investigate logs independently.
- Experience managing major incidents through post-mortems and root-cause analysis.
- Strong written and verbal communication skills, including presenting to the wider company.
- Experience with ticketing systems such as Jira, JSM, or Zendesk, plus IT service management and reporting or business intelligence solutions.
- Reliable, consistent operating style with the ability to maintain quality and pace.
Nice to have
- One to two years of experience in payments.
- Strong B2B or SaaS experience as an alternative to payments experience.
Culture & Benefits
- Fully remote and globally distributed working environment.
- Workations, an annual company retreat, and access to co-working spaces across major cities.
- Uncapped holiday with a minimum of 25 days to be taken.
- Competitive share options, private medical insurance, and a learning budget.
- Best-in-role equipment and £500 toward home office setup.
Hiring process
- Introductory call with a Talent Partner.
- Interview with the Hiring Manager.
- Role-specific challenge stage followed by a final values-alignment interview.
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