Technical Support Lead

New

Skills

Analytical Problem-Solving API Support Processes Automation Case Management Client Communication Incident Response Payments Knowledge Scripting Self-Service Tools SQL Troubleshooting

As a Technical Support Lead, you will play a pivotal role in designing and implementing scalable API support processes. You will lead a dedicated team in managing 24x7 incident responses, ensuring fast triage and effective client communication. Your responsibilities include enabling customer self-service through innovative tools and documentation while troubleshooting API issues and coordinating escalations with engineering. This position offers the opportunity to collaborate with product and engineering teams to enhance testing, monitoring, and alerting systems.

Key Responsibilities
  • Design and implement scalable API support processes.
  • Lead 24x7 incident response with effective client communication.
  • Enable customer self-service through new tools and documentation.
  • Troubleshoot API issues and coordinate with engineering on escalations.
  • Manage and develop a team of 1-2 mid-level Support Engineers.
  • Collaborate with Product and Engineering to improve monitoring and alerting.
Required Skills & Qualifications
  • 3+ years in a customer-facing technical role in API-first environments.
  • Management experience overseeing 2+ direct reports.
  • Familiarity with support processes and case management.
  • Hands-on API experience; scripting or lightweight automation a plus.
  • Understanding of payments or fintech.
  • Strong writing, communication, and analytical problem-solving skills.

No forms. Your profile is generated instantly.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: Months

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