Senior Client Tech Support & Operations Lead

ESW; Dublin; Hybrid; EUR 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid working

Healthcare allowance €1,500

Pension scheme

Life insurance

Employee Assistance Programme

Cycle to Work

Tax Saver Scheme

Diversity & Inclusion

Job summary

ESW in Ireland seeks a Senior Client Tech Support Specialist to deliver high-quality operational support for retailers. You will manage complex cases, coordinate across teams, and ensure service commitments are met.

You’ll work with Client Success, Product, Engineering, Customer Service, Logistics, and Payments to maintain a superb client experience and drive process improvements. Hybrid working in Dublin.

Qualifications

• Proven success in client support, service delivery, operations, or technical support environments.
• Ability to manage complex support cases, investigations, and escalations in SLA-driven environments.
• Exposure to ecommerce, payments, logistics, retail technology, or digital commerce solutions is an advantage.

Responsibilities

• Own end-to-end lifecycle of support cases, including incidents, service requests, and change requests.
• Investigate, troubleshoot, and coordinate resolution of complex retailer issues.
• Manage escalations across internal teams while maintaining clear ownership and accountability.
• Provide timely, accurate updates to retailers and internal stakeholders.
• Act as a key contact for Level 2 support queries relating to payments, logistics, and platform functionality.
• Maintain accurate case records and audit trails within support systems.

Skills

Incident management

Stakeholder management

Analytical thinking

Problem solving

Effective communication

Organizational skills

Data-driven decision making

Tools

ServiceNow

Salesforce

Zendesk

Jira Service Management

Job description

ESW in Ireland seeks a Senior Client Tech Support Specialist to deliver high-quality operational support for retailers. You will manage complex cases, coordinate across teams, and ensure service commitments are met.

You’ll work with Client Success, Product, Engineering, Customer Service, Logistics, and Payments to maintain a superb client experience and drive process improvements. Hybrid working in Dublin.