Technical Support Manager

DEUNA; Ciudad Madero; A distancia; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

A leading fintech startup is searching for a Technical Support Manager to oversee the support team. This role focuses on managing tool configurations, leading the team, and ensuring client satisfaction. Ideal candidates will have 3-5 years of experience in technical support, a degree in a related field, and knowledge of ticketing platforms. Join this high-impact team and contribute to revolutionizing the payments industry!

Servicios

Vacation and additional PTO

Remote work flexibility

Support for health insurance, internet, and mobile expenses

Stock options as part of employee ownership

Learning and development platforms

Formación

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

Responsabilidades

• Manage the configuration of tools such as JIRA and Zendesk.
• Guide and train the support team, implementing methodologies.
• Act as a point of contact between clients and internal teams.

Conocimientos

Experience with ticketing platforms (Jira, Zendesk)

Knowledge of databases (PostgreSQL, DynamoDB)

Ability to lead teams

Effective communication skills

Strong problem-solving skills

Educación

Degree in Systems Engineering, Computer Science

ITIL or technical support certifications

Herramientas

JIRA

Zendesk

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!

Visit https://www.deuna.com/ to learn more about us!

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. Your role will involve driving continuous improvements, automation, and building strong relationships with clients and stakeholders. Are you ready to make an impact?

Key Responsibilities:

1. Manage the configuration of tools such as JIRA and Zendesk.
2. Optimize and monitor workflows and integrations between various tools.
3. Continuously improve the frontend for tickets.
4. Develop and maintain escalation policies, shift rotations, and foster a sense of urgency for incident management.
5. Guide and train the support team, implementing methodologies for area management.
6. Act as a point of contact between clients and internal teams, ensuring 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 enhance efficiency and reduce repetitive tasks, maintaining automated workflows in Jira and Zendesk.
9. Ensure response times meet SLA requirements and manage critical incident escalations.
10. Define and implement performance KPIs, analyze incident patterns, and propose process improvements.

Requirements:

1. Experience with ticketing platforms (Jira, Zendesk).
2. Knowledge of databases (PostgreSQL, DynamoDB) and tools like Elastic Search.
3. Skill in creating and maintaining automated workflows and familiarity with ITIL methodologies.
4. Ability to lead teams in dynamic environments.
5. Effective written and verbal communication skills.
6. Ability to manage relationships with clients and stakeholders.
7. Strong problem-solving skills for complex issues.
8. Experience managing crises and critical incidents, with a focus on continuous improvement.
9. Ability to identify incident patterns and propose automation and process improvements.

Education & Experience:

1. Degree in Systems Engineering, Computer Science, or related fields.
2. ITIL or technical support certifications are a plus.
3. Proficiency in English is desirable.
4. 3-5 years of technical support experience, preferably in technology or fintech.
5. At least 1 year of experience managing support teams.
6. Experience in implementing improvements and automation in agile environments.

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

What You Will Find at DEUNA:

• A multicultural team across LATAM.
• Dynamism, agility, and innovation.
• Impacting a region with our solutions.
• Top-tier tools and technology.
• Startup culture.
• We are in full expansion!

Benefits:

• Vacation and additional PTO.
• Remote work flexibility.
• Support for health insurance, internet, and mobile expenses.
• Stock options as part of employee ownership.
• Learning and development platforms.
• Diverse and dynamic team environment.
• Growth and career advancement opportunities.

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