Manager Client Tech Support Engineering I

About the role

This position leads a team of technical support specialists, ensuring seamless client support and operational excellence in a fast‑paced, innovation‑driven environment.

Key responsibilities

• Supervise, mentor and develop the support team, set performance goals and monitor productivity.
• Oversee resolution of technical issues, integrations and transaction processing while managing escalations and support queues to meet SLAs.
• Provide advanced guidance on payment gateways, fraud prevention tools and system integrations, collaborating with engineering and product teams.
• Build strong client relationships, act as primary contact for critical accounts and conduct regular check‑ins to identify improvement opportunities.
• Identify trends in support requests, develop process improvements and maintain documentation.
• Track and analyze performance metrics such as response times, resolution rates and NPS, reporting to senior management.

Required profile

• Bachelor’s degree in Computer Science, IT or a related field.
• 5+ years of technical support experience, including at least 2 years in a leadership role.
• In‑depth knowledge of payment systems, gateways, POS and fraud prevention technologies.

Required skills

• Payment gateway integration
• Fraud prevention tools
• System integration expertise
• Knowledge of Six Sigma, ITIL or similar process‑improvement methodologies