Head of Tech Support

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We are looking for a Head of Tech Support to join our team. As the Head of Tech Support you will be responsible for building and managing the customer support team, conducting review and technical analysis of customer cases etc.
You will
  • Update policies and regulations;
  • Create and fulfil SLA;
  • Monitor ticket handling in SD;
  • Create a corporate knowledge base;
  • Create a library of instructions and easy navigation through it;
  • Develop customer support chatbots;
  • Centralize request management in order to provide timely response to the customer;
  • Organize mailings and send technical notifications to customers regarding the production incidents;
  • Monitor and report on key metrics of customer requests;
  • Conduct review and technical analysis of customer cases;
  • Build and manage the customer support team.
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What you need
  • A degree in information technology;
  • At least 5 years of experience in IT and fintech;
  • At least 3 years of experience in customer support management;
  • English B2+/C1;
  • Experience with monitoring systems (Kibana, Grafana, etc.);
  • Ability to read application and server logs, and localize errors;
  • Understanding of the basics of mobile applications, a broad outlook on modern mobile technologies (iOS/Android/RN/Flutter, etc.)
  • Nice to have
    • Experience in the FinTech domain
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What’s in it for you
  • Fully remote job;
  • International experience;
  • Career growth opportunities;
  • We work according to the Estonian calendar;
  • Based in the UAE;
  • A friendly team and pleasant working environment.
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