remote
Technical Support Engineer Lead - Thunes
Software Engineer
Lead a technical support team, ensuring excellent customer service and efficient resolution of technical issues. Focus on API troubleshooting and problem-solving for a global payment network.
About the role
Key Responsibilities
- Lead and mentor a team of technical support engineers.
- Oversee the resolution of complex technical issues for customers.
- Develop and implement support strategies to improve customer satisfaction.
- Collaborate with engineering teams to identify and address product bugs.
- Manage escalations and ensure timely communication with stakeholders.
- Contribute to the creation and maintenance of support documentation.
Requirements
- Proven experience in a technical support leadership role.
- Strong understanding of API integrations and troubleshooting.
- Excellent problem-solving and analytical skills.
- Experience with customer relationship management (CRM) systems.
- Ability to manage and prioritize multiple tasks in a fast-paced environment.