Technical Support Manager

Phiture; Lisboa; Híbrido; EUR 35 000 - 50 000; Tempo integral

Resumo da oferta

A technology company in Lisbon is seeking a Technical Support Manager. The role involves leading a specialized team, ensuring quick resolution of technical issues, and optimizing processes. Ideal candidates have over 5 years of technical experience, strong communication skills, and are fluent in English and Portuguese. The position offers competitive salary, performance bonuses, and unlimited vacation policy.

Serviços

Competitive salary

Performance-based bonus

Portuguese Health Insurance

Unlimited days off

Qualificações

• 5+ years in a technical role such as Support Engineer or Solutions Engineer.
• Strong ability to understand and explain complex systems including APIs.
• Proficiency in managing multiple priorities in a fast-paced environment.

Responsabilidades

• Lead Technical Support Specialists to resolve or escalate issues.
• Act as primary technical point of contact for customers.
• Develop and improve processes to streamline services.

Conhecimentos

Technical expertise

Communication skills

Problem-solving skills

Collaboration

Ferramentas

AWS

MongoDB

Python

JavaScript

Descrição da oferta de emprego

At Bloq.it, we’ve created the world’s leading smart locker solution. Solving online deliveries by enabling everyone to participate easily, reducing delivery costs and making them more sustainable.

We’re quickly expanding, and after growing at 1000% for three years in a row, we’re now the fastest-growing Smart Locker company in the world and one of the fastest growing scale-ups in Europe.

We are in search of a Technical Support Manager to join our innovative team as our new #bloqstar. In this role, you will lead Bloq.it’s “Specialized Technical Support” an elite-specialized team responsible for deep-dive investigations, proactive monitoring, and advanced (L3) escalations. You will ensure swift incident response for critical issues, reduce overall downtime, and collaborate closely with Engineering, Product, and other support teams.

What You’ll Be Doing

• Lead a team of Technical Support Specialists, ensuring ALL issues are swiftly resolved or escalated;
• Act as the primary technical point of contact for customers, bridging the gap between client needs and engineering teams.
• Act as a Product & Service Expert, identifying training needs, documentation gaps, and process improvement opportunities.
• Develop and improve processes to streamline services, ensuring scalability and efficiency;
• Work with the Monitoring Specialist to define KPIs, set up alerts, and track potential issues across the locker network;
• Analyze recurrent issues, evaluate their impacts, and provide feedback insights.
• Oversee complex investigations in partnership with Product/Engineering teams.

What You’ll Bring To The Table

• 5+ years of experience in a technical role, such as Support Engineer, Implementation Manager, Solutions Engineer, or a related field;
• Strong technical expertise, with a proven ability to understand and explain complex systems, including APIs, system integrations, and cloud infrastructures;
• Proven ability to work in customer-facing roles, with excellent communication and problem-solving skills;
• Demonstrated expertise in creating and improving processes from scratch;
• Capability to work collaboratively with cross-functional teams;
• Strong problem-solving skills and proficiency in managing multiple priorities in a fast-paced environment;
• Exceptional communication and interpersonal skills;
• Fluent in English and Portuguese (written and spoken).

It Would Be Great If You Would Also Have

• Experience with IoT, AWS, Ticketing, MongoDB, Python, and JavaScript.

Why join us

• The opportunity to join our Ops - Support team and play a pivotal role in driving efficient issue resolution, proactive monitoring, and continuous process improvements while contributing to innovative solutions that redefine Bloq.it's revolution in the smart locker industry.
• A dynamic and fast-paced work environment with a culture of innovation, collaboration, and continuous learning.
• Competitive salary and flexible benefits package, tailored to your experience and skills.
• Eligibility for performance-based bonus, tied to your results and designed to reward your impact.
• Work how you work best - we offer a remote-friendly policy and flexible hours so you can stay productive and keep life balanced.
• Portuguese Health Insurance.
• Unlimited days off (subject to manager approval).

Ready to join the revolution?

At Bloq.it, we provide end-to-end solutions for Smart Lockers, and our software ecosystem, Bloq.it OS, is the leading tech solution available in the market.

We’ve had the pleasure of working with some of the biggest names in e-commerce, logistics, and retail in Europe, such as Vinted and DHL.

We have recently become the fastest-growing Smart Locker company in the world. Before Bloq.it the industry had stagnated and lacked innovation and good products. We strive to have the same impact in this industry as Tesla has had on the car industry.

We believe that Smart Lockers are a big part of the future for everyone, and we want to play our part in making sure that Smart Lockers become as mainstream as the mobile phone.