Support Engineering Manager

This is a fully remote position, open to applicants in United Kingdom, +6 more countries.

📋 Description

• Share responsibility for the daily KPIs, metrics, and processes of the Support team.

• Oversee and mentor a growing team of 5 Support Engineers located in Asia, Europe, and the Americas.

• Promote operational excellence while upholding quality and efficiency standards.

• Conduct quality assurance and review proposals and requests for changes (RFCs).

• Troubleshoot APIs, SDKs, and logs, and assist the team during peak demand, escalations, and incidents.

• Take ownership of triage, escalation, and incident management processes.

• Lead communication efforts during significant incidents and post-mortem analyses.

• Collaborate with Product and Engineering leadership to identify recurring issues and influence the development roadmap.

• Advocate for the customer's perspective.

• Recognize knowledge and skill deficiencies and facilitate appropriate training sessions.

• Report on support performance and initiatives to Product and Engineering leadership.

⛳️ Requirements

• Minimum of 5 years experience in managing teams and overseeing a 24/7 distributed support operation.

• Technical proficiency in debugging API integrations and analyzing logs.

• Excellent written and verbal communication skills.

• Confidence in presenting information to the broader company audience.

• Proven experience in managing major incidents through to post-mortems and root cause analyses (RCA).

• Familiarity with ticketing systems such as Jira, JSM, or Zendesk.

• Understanding of IT Service Management (ITSM) and reporting/business intelligence solutions.

• 1–2 years of experience in payments or a strong B2B/SaaS background is a plus.

🏝️ Benefits

• Competitive share options.

• Uncapped holiday policy, with a minimum of 25 days to be taken.

• Access to co-working spaces in major cities.

• Opportunities for workations and company retreats.

• Provision of top-quality equipment for your role.

• £500 contribution towards your home office setup.

• Generous learning budget.

• Private Medical Insurance.

• A wide range of additional perks and benefits, depending on location.

• Comprehensive onboarding process.

• Access to thoughtfully planned face-to-face interactions.