Technical Support Manager

About DEUNA 🧡

We are a rapidly growing startup that simplifies global payments and powers next generation commerce in a single platform. With our products we've consolidated hundreds of payment solutions in a single integration, harness an intuitive payment orchestration method and centralize payment reconciliation.

We are currently present all across LATAM and looking for exceptional talent to join our team and continue revolutionizing the world of payments! 🚀

Visit https://www.deuna.com/ to learn more about us!

We’re seeking for a Technical Support Manager to lead our Technical Support team! If you have a knack for leading teams, integrating tools, and creating efficient, scalable workflows, we’re looking for you. You’ll be driving continuous improvements, automation and building strong relationships with clients and stakeholders. Ready to make an impact?

>> Key Responsibilities:

- Manage the configuration of tools such as JIRA and Zendesk.

- Optimize and monitor workflows and integrations between various tools.

- Continuous improvement of the Frontend for tickets.

- Develop and maintain escalation policies, shift rotation and a sense of urgency for efficient incident management.

- Guide and train the support team, implementing methodologies for area management.

- Act as a point of contact between clients and internal teams, ensuring effective communication about incidents and improvements.

- Support TPM and CSM Teams: Collaborate with teams to obtain tools that streamline event and activity reviews.

- Identify and automate processes to improve efficiency and reduce repetitive tasks, maintaining automated workflows in Jira and Zendesk.

- Ensure that response times meet SLA requirements and manage the escalation of critical incidents.

- Define and implement performance KPIs, identify patterns in incidents, and propose process improvements.

>> Requirements:

- Experience with ticketing platforms (Jira, Zendesk).

- Knowledge of databases (PostgreSQL, DynamoDB) and tools like Elastic Search.

- Skill in creating and maintaining automated workflows and knowledge of ITIL methodologies.

- Ability to lead teams in dynamic environments.

- Effective communication skills, both written and verbal.

- Ability to manage relationships with clients and stakeholders.

- Ability to quickly and efficiently solve complex problems.

- Experience in managing crises and critical incidents, with a focus on continuous improvement.

- Ability to identify patterns in incidents and propose process improvements and automation.

>> Education & Experience:

- Degree in areas such as: Systems Engineering, Computer Science, or related fields.

- Certifications in ITIL or technical support are a plus.

- English is desirable.

- 3-5 years of technical support experience, preferably in technology or fintech.

- At least 1 year of experience managing support teams.

- Experience in implementing improvements and process automation in agile environments.

If you're eager to take on an exciting opportunity in the digital payments space and have the expertise to lead a dynamic technical support team, we’d love to hear from you!

What will you find when you join DEUNA?

- A multicultural team distributed throughout LATAM

- Dynamism, agility and constant innovation

- Being part of a high-impact solution for an entire region

- The best tools and technology to operate

- Being part of the startup culture.

- We are in full expansion!

Benefits:

Vacations and additional PTO 🏝️

Remote work from anywhere 💻

Economic support for internet and cell phone line📱🌐

We all own DEUNA, we offer stock options 💸

Multidisciplinary, diverse and dynamic team 🧡

Growth and career path 🚀

Be part of a dynamic team that's creating the next generation payments platform.

Join us at DEUNA!