L3 Tech Support Team Manager
Remote
Full Time
#Tech Support
#Team Leadership
#Restaurant
#Technical Support
#APIs
#Databases
#Integrations
#Jira
#Confluence
#Zendesk
#Incident Management
#Root Cause Analysis
Are you ready to lead the technical backbone of a platform that powers thousands of restaurants and hospitality businesses? At Syrve, we provide an all-in-one POS and management ecosystem that helps cafes and bars operate with precision. We are looking for a sharp, hands-on leader to guide our L3 support team and ensure our mission-critical systems stay rock solid. If you thrive on solving complex technical puzzles and want to make a real impact on a global scale, we want to hear from you.
Role at a glance
We are seeking a Senior L3 Tech Support Team Manager to join us on a full-time basis. This is a remote position available to candidates anywhere in the world. You will be the primary owner of our most complex technical escalations, acting as the bridge between our support operations and our engineering teams.
Your impact
- Lead and mentor our L3 support specialists by setting clear performance goals, fostering technical growth, and maintaining high standards for incident resolution.
- Take full ownership of complex technical investigations, driving root cause analysis and ensuring that post-incident reviews lead to sustainable, long-term fixes.
- Design and refine escalation workflows that keep our partners and internal stakeholders informed, ensuring that communication remains clear, calm, and data-driven during critical moments.
What you'll need
- At least 5 years of experience in technical support or L3 roles, specifically working with complex, distributed software systems.
- A minimum of 2 years in a leadership role, with a proven track record of managing critical incidents and coordinating across cross-functional teams.
- Deep technical proficiency with APIs, databases, and system integrations, combined with a desire to understand the underlying architecture of our platform.
- Expertise in using documentation and ticketing platforms like Jira, Confluence, and Zendesk to maintain operational efficiency.
- Fluency in both English and Russian to communicate effectively across our international team.
- Strong ability to translate complex technical issues into clear business language for diverse stakeholders.
Perks and compensation
- A truly remote-first work environment that values flexibility.
- Comprehensive medical insurance to keep you healthy.
- Generous paid time off and parental leave policies.
- A free gym membership to help you stay active.
- Opportunities to work with a highly skilled, multicultural team of experts.
- Support for your professional development, including compensation for English language courses.
