Technical Support Manager

DEUNA; Ciudad Madero; A distancia; USD 30,000 - 50,000; Jornada completa

Descripción de la vacante

DEUNA, a fast-growing startup in digital payments, seeks a Technical Support Manager to lead their support team. The role involves managing tools like JIRA and Zendesk, optimizing workflows, and fostering client relationships. Join a multicultural team and contribute to innovative solutions in the fintech space.

Servicios

Vacations and additional PTO

Remote work flexibility

Support for health insurance, internet, and mobile expenses

Stock options as part of employee ownership

Learning and development resources

Career growth opportunities

Formación

• 3-5 years of technical support experience, preferably in tech or fintech sectors.
• At least 1 year of experience managing support teams.
• English proficiency is desirable.

Responsabilidades

• Manage configuration of tools such as JIRA and Zendesk.
• Optimize workflows and integrations between various tools.
• Guide and train the support team, implementing effective methodologies.

Conocimientos

Leadership

Problem-solving

Communication

Automation

Educación

Degree in Systems Engineering

ITIL certification

Herramientas

Jira

Zendesk

PostgreSQL

DynamoDB

Elastic Search

Descripción del empleo

About DEUNA

DEUNA is a rapidly growing startup revolutionizing global commerce with ATHIA, our AI-powered orchestration and payments platform that helps large enterprises boost approval rates, reduce costs, and unlock new revenue. Built by the team behind DEUNA—the fastest-growing Commerce OS in Latin America—ATHIA combines payment intelligence, checkout optimization, and data orchestration in one powerful solution.

With deep integrations across 300+ PSPs and alternative payment methods, and over 20% of Mexico’s digital economy running through our platform, we simplify global payments through a single integration and centralized reconciliation.

We are expanding into the U.S. to meet the needs of large retailers, marketplaces, airlines, and QSRs. Join us to shape the future of payments! Learn more about us.

Position: Technical Support Manager

We’re seeking a Technical Support Manager to lead our Technical Support team. If you excel at leading teams, integrating tools, and creating scalable workflows, we want to hear from you. You will drive continuous improvements, automation, and foster strong relationships with clients and stakeholders. Ready to make an impact?

Key Responsibilities

1. Manage configuration of tools such as JIRA and Zendesk.
2. Optimize and monitor workflows and integrations between various tools.
3. Improve the Frontend for tickets continuously.
4. Develop and maintain escalation policies, shift rotations, and a sense of urgency for incident management.
5. Guide and train the support team, implementing effective methodologies.
6. Act as a point of contact between clients and internal teams to ensure effective communication about incidents and improvements.
7. Support TPM and CSM teams by collaborating to streamline event and activity reviews.
8. Identify and automate processes to improve efficiency, maintaining workflows in Jira and Zendesk.
9. Ensure response times meet SLA requirements and manage critical incident escalations.
10. Define and track performance KPIs, analyze incident patterns, and propose process improvements.

Requirements

• Experience with ticketing platforms like Jira and Zendesk.
• Knowledge of databases (PostgreSQL, DynamoDB) and tools like Elastic Search.
• Skills in creating and maintaining automated workflows; familiarity with ITIL methodologies.
• Leadership ability in dynamic environments.
• Effective written and verbal communication skills.
• Experience managing client and stakeholder relationships.
• Strong problem-solving skills, especially in complex scenarios.
• Experience managing crises and critical incidents with a focus on continuous improvement.
• Ability to identify incident patterns and implement automation and process improvements.

Education & Experience

• Degree in Systems Engineering, Computer Science, or related fields.
• ITIL or technical support certifications are a plus.
• English proficiency is desirable.
• 3-5 years of technical support experience, preferably in tech or fintech sectors.
• At least 1 year of experience managing support teams.
• Experience with process automation and improvements in agile environments.

If you're eager to lead a dynamic technical support team in the digital payments space, we’d love to hear from you!

What You Will Find at DEUNA

• A multicultural LATAM team.
• Dynamism, agility, and innovation.
• Participation in high-impact solutions for the region.
• Advanced tools and technology.
• Startup culture environment.
• Full expansion underway!

Benefits

• Vacations and additional PTO.
• Remote work flexibility.
• Support for health insurance, internet, and mobile expenses.
• Stock options as part of employee ownership.
• Learning and development resources.
• Diverse and dynamic team environment.
• Career growth opportunities.

Join us at DEUNA and be part of creating the next-generation payments platform!