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about deuna
we are a rapidly growing startup that simplifies global payments and powers next-generation commerce in a single platform. Our products consolidate hundreds of payment solutions into one integration, utilize an intuitive payment orchestration method, and centralize payment reconciliation.
currently present across latam, we are looking for exceptional talent to join our team and continue revolutionizing the payments industry! learn more about us.
role overview
we’re seeking a technical support manager to lead our technical support team. If you excel at leading teams, integrating tools, and creating scalable workflows, we want to hear from you. You will drive continuous improvements, automate processes, and build strong relationships with clients and stakeholders.
key responsibilities
1. manage configuration of tools like jira and zendesk.
2. optimize workflows and integrations between various tools.
3. improve and maintain the frontend for support tickets.
4. develop escalation policies, shift rotations, and promote a sense of urgency for incident management.
5. guide and train the support team, implementing effective methodologies.
6. act as a liaison between clients and internal teams for incident communication and improvements.
7. collaborate with tpm and csm teams to streamline event and activity reviews.
8. automate processes to enhance efficiency, maintaining workflows in jira and zendesk.
9. ensure response times meet slas and manage critical incident escalations.
10. define and track kpis, analyze incident patterns, and propose improvements.
minimum requirements
1. experience with ticketing platforms such as jira and zendesk.
2. knowledge of databases like postgresql, dynamodb, and tools like elastic search.
3. skills in creating automated workflows and familiarity with itil methodologies.
4. leadership experience in dynamic environments.
5. strong communication skills, both written and verbal.
6. ability to manage client and stakeholder relationships.
7. proven problem-solving skills for complex issues.
8. experience managing crises and incidents with a focus on continuous improvement.
9. ability to identify incident patterns and implement automation and process improvements.
education & experience
1. degree in systems engineering, computer science, or related fields.
2. itil or technical support certifications are a plus.
3. proficiency in english is desirable.
4. 3-5 years of technical support experience, preferably in tech or fintech sectors.
5. at least 1 year of experience managing support teams.
6. experience with process automation and improvements in agile environments.
what we offer
* a multicultural latam team.
* dynamic, agile, and innovative environment.
* impactful work in the digital payments space.
* top-tier tools and technology.
* startup culture with growth opportunities.
benefits
* paid vacations and extra pto.
* remote work flexibility.
* internet and phone support.
* stock options in deuna.
* diverse and dynamic team environment.
* career growth opportunities.
additional details
* seniority level: not applicable
* employment type: full-time
* job function: information technology
* industry: software development
referrals increase your chances of interviewing at deuna by 2x. Get notified about new technical support manager roles in ciudad madero, tamaulipas, mexico.
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