Technical Support Manager

🚀 Technical Support Manager
📍 Location: EU (preferably Warsaw, Poland)
💼 Employment type: Full-time
 
 About the Role

We are looking for a Technical Support Manager — a professional who speaks both the language of technologies and the language of clients.
This role combines technical expertise, analytical mindset, and account management excellence — ideal for those who thrive at the intersection of IT systems and client success.

🔧 Responsibilities

Technical Operations:

-Handle client inquiries via Telegram and email with precision and empathy
-Register and track incidents in the internal ticketing system; monitor issue resolution
-Troubleshoot and localize technical incidents within your area of responsibility
-Escalate complex issues to the development or second-line support teams
-Investigate incidents, analyze logs, and interact with banks, payment systems, and third-party services
-Manage system users and internal entities (transactions, projects) in both test and production environments
-Generate and deliver analytical reports; formulate requirements for new report formats
-Contribute to the development of internal knowledge bases and service-level improvements

Client & Account Management:

-Maintain proactive and consistent communication with clients
-Build trust-based relationships and ensure client satisfaction and retention
-Take full ownership of each client request — coordinate across teams to deliver solutions without “ping-pong”
-Collaborate closely with the Head of Account Management and business units
-Continuously learn client communication best practices and business logic behind technical processes
-Provide feedback from clients to improve products and internal workflows
-Attending industry exhibitions and trade shows

✅ Requirements

3+ years of experience in technical support or a similar role
-Experience working in a payment company / fintech environment is a must
-Advanced PC skills and strong technical literacy in IT terminology
-Experience with Windows OS and office software at a proficient level
-Basic knowledge of HTML and Linux systems; Git experience is a plus
-Technical or engineering background (degree or ongoing studies)
-Excellent command of Russian; competent written and verbal English (Intermediate+)
-High sense of responsibility, accuracy, learning agility, and emotional resilience
-Strong communication and problem-solving mindset
-Candidate location - EU, preferably Warsaw, Poland
 
 🎁 What We Offer

-A role at the intersection of technology and business — real influence on both sides
-Supportive and professional team culture
-Opportunities for rapid learning and growth in the fintech domain
-5/2 schedule with flexibility during incident response periods

👉 To apply please fill up the form:
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