Technical Support Manager

DEUNA; Ciudad de México; A distancia; MXN 30,000 - 70,000; Jornada completa

Descripción de la vacante

Join a rapidly growing startup revolutionizing global payments! As a Technical Support Manager, you'll lead a dynamic team, optimizing workflows and enhancing client relationships. This innovative firm offers a multicultural environment and the opportunity to make a significant impact in the fintech space. With a focus on continuous improvement and automation, you'll drive success in a fast-paced setting. If you're passionate about technology and eager for career development, this role is perfect for you!

Servicios

Vacations and additional PTO

Remote work from anywhere

Support for internet and mobile expenses

Stock options ownership

Growth and career development opportunities

Formación

• 3-5 years of technical support experience in tech or fintech sectors.
• Experience managing support teams and implementing improvements.

Responsabilidades

• Manage configuration and optimization of tools like JIRA and Zendesk.
• Train support team and implement effective methodologies.

Conocimientos

JIRA

Zendesk

PostgreSQL

DynamoDB

Elastic Search

ITIL methodologies

Leadership

Problem-solving

Communication

Educación

Degree in Systems Engineering

Degree in Computer Science

ITIL certification

Herramientas

JIRA

Zendesk

PostgreSQL

DynamoDB

Elastic Search

Descripción del empleo

About DEUNA

We are a rapidly growing startup that simplifies global payments and powers next-generation commerce on a single platform. Our products consolidate hundreds of payment solutions into one integration, utilizing an intuitive payment orchestration method and centralized payment reconciliation.

Present across LATAM, we are seeking exceptional talent to join our team and continue revolutionizing the payments industry!

Learn more about us!

We are looking for 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 build strong client and stakeholder relationships. Are you ready to make an impact?

Key Responsibilities:

• Manage the configuration of tools such as JIRA and Zendesk.
• Optimize and monitor workflows and integrations between various tools.
• Continuously improve the frontend for support tickets.
• Develop and maintain escalation policies, shift rotations, and promote a sense of urgency for incident management.
• Guide and train the support team, implementing effective methodologies.
• Act as a liaison between clients and internal teams, ensuring effective communication about incidents and improvements.
• Support TPM and CSM Teams by collaborating to streamline event and activity reviews.
• Identify and automate processes to enhance efficiency and reduce repetitive tasks, maintaining workflows in Jira and Zendesk.
• Ensure response times meet SLA requirements and manage critical incident escalations.
• Define and track performance KPIs, analyze incident patterns, and propose process improvements.

Requirements:

• Experience with ticketing platforms (Jira, Zendesk).
• Knowledge of databases (PostgreSQL, DynamoDB) and tools like Elastic Search.
• Skills in creating and maintaining automated workflows and familiarity with ITIL methodologies.
• Leadership abilities in dynamic environments.
• Effective written and verbal communication skills.
• Ability to manage relationships with clients and stakeholders.
• Strong problem-solving skills for complex issues.
• 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 managing support teams.
• Experience with implementing improvements and automation in agile environments.

If you're eager to join the digital payments space and lead a dynamic technical support team, we want to hear from you!

What you will find at DEUNA:

• A multicultural LATAM team
• Dynamic, agile, and innovative environment
• Part of a high-impact regional solution
• Top-tier tools and technology
• A startup culture in full expansion

Benefits:

• Vacations and additional PTO
• Remote work from anywhere
• Support for internet and mobile expenses
• Stock options ownership
• Diverse, multidisciplinary team
• Growth and career development opportunities

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