Technical Support Manager

This is a fully remote position, open to applicants in Serbia.

📋 Description

• Manage incoming requests and incidents from support agents.

• Investigate, replicate, and troubleshoot technical issues; resolve them when feasible or escalate to the relevant team.

• Identify recurring problems and patterns, advocating for product or process enhancements.

• Maintain an internal knowledge base with solutions and answers for the Level 1 Support team.

• Generate reports and keep team members updated on technical issues and trends.

• Recognize opportunities to minimize repetitive support requests through automation.

⛳️ Requirements

• A minimum of 1 year of experience in a comparable Level 2 Technical Support position, assisting a large user base (1,000+ users) of a widely utilized product.

• Proficiency in working with admin panels, billing systems, and back-office applications.

• English language skills at a B2 level or higher (both written and spoken).

• A strong desire to advance professionally in technical support, with a keen interest in skill development in automation.

• An analytical, evidence-based approach to troubleshooting, examining logs and system data before reaching conclusions.

• Practical experience utilizing AI assistants in daily tasks, with an interest in prompting and AI-driven support automation.

• Familiarity with team collaboration in a work environment.

• Experience in reading logs from technical systems (e.g., Nginx, Kibana, or similar tools).

• Basic knowledge of SQL or experience with reporting tools like BigQuery, Metabase, or similar.

🏝️ Benefits

• Ability to work remotely.

• 40 hours of work per week.