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The Technical Support team is responsible to the BNPL platform in production, from resolving inbound issues, ensuring that the platform is operating as expected, and using the various tools and data available to identify issues quickly.
You will be responsible for running and managing the BNPL technical support team. This role will primarily involve you ensuring the team quickly and efficiently respond to inbound and self-identified technical support issues, ensuring that all issues are documented and resolved ASAP.
It will further involve defining and evolving the support processes. As well as producing in depth reporting and analysis of the reported technical issues, along with performing root cause analysis leading to recommended remedial actions.
Responsibilities will include :
Lead and manage the technical support team of 2
Define, implement, and manage the technical support processes
Provide thought leadership and foster an environment of innovation and exploration.
Creates a culture of innovation and data-driven decision making
Manage prioritisation, escalation and resolution of support incidents with the team
Ensure the support team deliver exceptional customer service and with your guidance provide excellent results within defined SLA's.
Work with the team to identify and build solutions to known issues
Monitor and manage team assigned Service Tickets daily to ensure service level agreements are being met
Act as an escalation point for the team and incident manager when required
Monitoring of all systems and data points provided, ensuring issues are identified and remediated quickly
Produce in-depth reports of the status of the system and all issues raised
Produce handover documentation from development teams to support teams for new platform updates
To grow and be successful in the role, you will bring the following :
Java development experience will be beneficial in identifying potential bugs in the code and opportunities for fixes.
Understanding of system design and architectural patterns to help pinpoint where potential issues may occur
Strong SQL skills to analyse data, identify patterns for inconsistency, product reports and remediation
Log file, data processing and monitoring using services such as CloudWatch, SumoLogic & DataDog
Broad understanding of AWS to help identify and dig into various issues including but not limited to; components and services such as EC2, RDS, S3, DynamoDB, Kinesis, Lambda, SNS, API Gateway, and many more
Experience with AWS technologies is an advantage
A passionate people leader with excellent communication skills
Committed to continuous improvement and learning
Able to work autonomously and as part of a strong, driven extended leadership team
Excellent interpersonal skills. With an ability to articulate ideas to both technical and non-technical audiences
Strong analytical, evaluative, and problem-solving abilities
Computer Science or related degree, with evidence of being a thought leader and keeping up with the latest trends and news.
Experience developing and managing technical support teams, and liaising directly with customers