Technical Support Team Lead

Adyen; Chicago (IL); On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Global exchange program

Weekly happy hour

Delicious healthy lunches

Phantom share package

Yearly trip to Amsterdam

Paid holidays

Work from home opportunities

Job summary

Adyen in Chicago seeks a Technical Support Team Lead to guide a global merchant-facing team, owning incident resolution and technical guidance across time zones.

You will mentor engineers, define objectives, track progress, and present results to Senior Leadership while expanding best practices and global alignment.

Travel up to occasional domestic and international assignments to support customers and partners.

Qualifications

• 2-6 years of experience directly managing technical support teams.
• Strong communication skills and ability to interact with stakeholders.
• Tech background or strong technical affinity; payments/fintech experience not required.
• Willing to travel domestically and internationally as needed.

Responsibilities

• Lead a customer-facing technical support team acting as the first point of contact for merchants globally.
• Guide and develop the team to solve complex technical and operational questions.
• Coach and mentor engineers to resolve challenges and grow their careers.
• Define objectives and key results for the Support team; institute accountability and track progress.
• Present results to Senior Leadership and drive global alignment across time zones.
• Collaborate across an international leadership team and standardize best practices.

Skills

Leadership

Team management

Mentoring

Communication

Problem solving

Travel willingness

Job description

• As a Technical Support Team Lead, you will lead a team that operates as a first point of contact for Adyen’s merchants across the globe
• You will guide and develop the Technical Support team that works directly with merchants to help solve complex technical and operational questions
• Our team is merchant-focused, highly motivated and thrives on our shared success. You will be part of an international team with diverse backgrounds and skill sets
• With Adyen being a 24/7 business we operate throughout time zones using a follow the sun principle. Our extensive payments knowledge and technical skillset is our most valuable asset both to our merchants and our internal teams
• Lead a customer facing team that is a key source of knowledge on the Adyen platform and APIs, the underlying technology stack, and industry-standard integration methods and best practices
• Collaborate across an international leadership team by scheduling and participating in monthly meetings, standardizing best practices and developing global alignment as we scale
• Coach and mentor members of the Support team to fully prepare Technical Support Engineers to resolve technical challenges for Adyen’s merchants and grow their careers
• Help define and clearly communicate objectives and key results for the Support team
• Institute accountability, track team progress and success, and present results to Senior Leadership

Benefits

• Global exchange program
• Weekly happy hour
• Delicious healthy lunches
• Phantom share package
• Yearly trip to Amsterdam
• Paid holidays
• Work from home opportunities

You are innovative, love dealing with ambiguity, have strong problem-solving capabilities and enjoy establishing processes and proceduresYou are able to serve as an escalation point to varied technical support requests and issuesYou can make quick informed decisions and prioritize requests for both internal and external stakeholdersYou have strong communication skills and the ability to interact with others clearly and empatheticallyYou are a people leader who can lead and mentor a team, helping team members grow individually and as a team. You apply focus and drive change, and have between 2-6 years of experience directly managing technical support teamsPayments or Fintech experience is not required, but you must be able to communicate your enthusiasm for the space and have a tech background or strong technical affinityYou must be willing to travel occasionally, both domestically and internationally where required