Senior Retail Tech Support Lead | Incident & SLA Expert

ESW; Dublin; Hybrid; EUR 65,000 - 85,000; Full time

Benefits offered by this job

Healthcare allowance €1,500 annually

Hybrid work: 2-3 days in Dublin office

Pension scheme and employer matching (

Life insurance

Employee Assistance Programme

Flyefit membership at reduced rate

Cycle to Work Scheme

Tax Saver Scheme

Job summary

ESW in Dublin is seeking a Senior Client Support Specialist to deliver high-quality operational support to retailers. You will manage complex cases, coordinate across teams, and ensure service commitments are met, acting as a key contact for Level 2 inquiries across payments, logistics, and checkout.

You will work closely with Client Success, Product, Engineering, Logistics, and Payments teams to drive process improvements and operational excellence, contributing to a consistent client

Qualifications

• Proven success in a client support or service delivery environment.
• Ability to manage complex issues and escalations within SLA-driven contexts.
• Experience with ecommerce, payments, logistics, or digital commerce is a plus.
• Strong incident management, analytical, and problem-solving skills.
• Clear communication with both technical and non-technical stakeholders.

Responsibilities

• Own end-to-end lifecycle of support cases, including incidents and service requests.
• Investigate, troubleshoot, and coordinate resolution of complex retailer issues.
• Manage escalations across internal teams with clear ownership and accountability.
• Provide timely updates to retailers and stakeholders throughout the process.
• Act as a L2 contact for payments, logistics, checkout, integrations, and platform functionality.
• Maintain accurate case records and audit trails in support systems.
• Monitor cases against SLAs and escalation thresholds.
• Identify risks to SLA achievement and coordinate actions.
• Deliver professional, client-focused communication during resolution.
• Support process improvements, documentation, and knowledge management.
• Contribute to maintaining high service quality and operational consistency.
• Prepare ticket summaries, updates, and trend analyses for reviews.
• Monitor open cases by priority/severity ageing and business impact.
• Support reporting and operational dashboards as required.
• Identify recurring issues and root causes; recommend corrective actions.
• Collaborate with cross-functional teams to resolve retailer issues and improve workflows.

Skills

Incident management

Prioritization

Analytical

Problem solving

Communication

Stakeholder management

Data-driven mindset

Cross-functional collaboration

Time management

Tools

ServiceNow

Salesforce

Zendesk

Jira Service Management

Job description

ESW in Dublin is seeking a Senior Client Support Specialist to deliver high-quality operational support to retailers. You will manage complex cases, coordinate across teams, and ensure service commitments are met, acting as a key contact for Level 2 inquiries across payments, logistics, and checkout.

You will work closely with Client Success, Product, Engineering, Logistics, and Payments teams to drive process improvements and operational excellence, contributing to a consistent client