Technical Support Manager 

Join as a pivotal member of the Global CRM Management Team, where you will collaborate closely with customers and various customer-facing departments, focusing on our advanced SaaS platform.

Your role will involve diagnosing logical errors, documenting issues, assisting in prioritizing and communicating resolutions, and contributing to enhancing our customers’ overall experience quality.

KEY RESPONSIBILITIES:

• Lead and manage the Technical Support Team.
• Oversee 24/6 Support Operations for the entire team.
• Collaborate directly with business users and customer success/sales teams to resolve issues and maximize platform functionality.
• Escalate critical issues to appropriate internal channels, ensuring timely response, testing, and communication of resolutions.
• Report bugs to Engineering & QA teams and assist in prioritizing fixes to ensure customer satisfaction.
• Clearly communicate with customers and internal teams regarding service-affecting issues.
• Verify issue resolution effectively.
• Implement internal processes to optimize and scale support operations.
• Collaborate with cross-functional teams like Product Management and R&D to translate customer needs and feedback into innovative solutions.
• Maintain reporting and documentation in the knowledge base.
• Establish KPIs for the teams.

REQUIREMENTS:

• 2 or more years in a Technical Support Management role.
• Availability for on-call duties during non-working hours for urgent matters.
• Proficiency in SQL databases and understanding of DB functions.
• Hands-on experience with CRM or other ticketing systems (e.g., Zendesk, Freshdesk).
• Previous experience in web application support is essential.
• Knowledge of Windows operating systems and basic networking.
• Strong problem-solving skills with a creative and analytical mindset.
• Excellent written and verbal communication skills in English.
• Eagerness to learn new technologies as needed.
• Strong attention to detail and ability to thrive in a fast-paced, complex environment.
• Passion for customer service and helping others.

BIG PLUS IF YOU HAVE:

• Coding experience in a programming language.
• Experience with user testing / QA.
• Understanding of APIs.
• Experience with alerting/monitoring systems (e.g., Opsgenie, Datadog).

WE OFFER:

• Competitive salary.
• Positive team environment.
• Monday-Friday work schedule.
• Opportunities for growth, self-development, and building a successful career.

If you are motivated, energetic, and ready to embark on an exciting career, please send us your CV!