remote
Technical Support Engineering Manager
Engineering Manager
Lead a high‑performing technical support team for SmartPay, overseeing incident resolution, payments system troubleshooting, and API integrations while driving process improvements and mentoring engineers.
About the role
Key Responsibilities
- Manage and mentor a team of technical support engineers delivering 24/7 assistance for SmartPay payment solutions.
- Own end‑to‑end incident lifecycle, ensuring rapid diagnosis, escalation, and root‑cause analysis for critical issues.
- Collaborate with product, engineering, and operations to improve system reliability, develop knowledge base articles, and implement best‑practice support processes.
- Drive continuous improvement initiatives, including SLA adherence, performance metrics, and automation of repetitive support tasks.
- Oversee API integration support, troubleshoot transaction failures, and work closely with customers to resolve complex payments‑related problems.
Requirements
- 5+ years of experience in technical support or operations for payments or financial technology platforms.
- Proven leadership experience managing support engineers, with strong coaching and communication skills.
- Deep understanding of payment processing flows, API protocols, and SQL‑based data analysis.
- Hands‑on experience with incident management tools and ticketing systems, maintaining high SLA compliance.
- Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).