Remote Technical Support Manager

Summary

Join the adventure at Pismo, a technology company that provides cutting-edge solutions for core banking and payments. We're looking for talented people to help us deliver world-class solutions to our customers.

Requirements

• English C1
• Prior experience in cards authorization processes, features, and services, including an understanding of industry standards
• Experience in leading teams within support or operations environments, with a focus on developing team capabilities and driving performance improvements
• Solid understanding of technical environments
• Ability to develop and implement strategic plans that align with organizational goals and objectives
• Strong decision-making skills, with the ability to analyze information, assess risks, and make informed choices based on data insights
• Excellent communication skills, with the ability to convey complex technical information clearly and effectively to diverse audiences

Responsibilities

• Lead, mentor, and develop the support operations team, fostering a culture of continuous learning and improvement
• Allocate resources effectively to ensure optimal team performance and manage workloads
• Proactively identify and diagnose current and potential issues within production systems to minimize disruptions
• Facilitate collaboration between the support operations team and other departments, such as product development, engineering, and developer experience, to ensure cohesive efforts in meeting company objectives
• Work closely with engineering and development teams to communicate issues, share insights, and coordinate on implementing solutions
• Establish and monitor key performance indicators (KPIs) to evaluate team performance and operational efficiency, making adjustments as necessary
• Continuously evaluate and refine support processes to improve efficiency and effectiveness in handling support operations
• Lead the creation, documentation, and implementation of Standard Operating Procedures to ensure consistent and efficient operations across the team
• Maintain comprehensive records of issues, resolutions, and system performance, providing regular reports to stakeholders

Benefits

• Remote work
• Flexible hours
• Meal & Food vouchers
• Remote work financial support
• Life Insurance
• Medical and Dental
• Assistance Employee child care benefit: daycare
• Private Pension (2x1)
• Vidalink partnership
• Day off (Birthday)
• Support for studying languages
• 50% off AWS and GCP certifications
• Sesc Partnership
• Performance Incentive Plan