Technical Support Manager

The Technical Support Manager at DEUNA will manage tool configurations such as JIRA and Zendesk, optimize workflows, and develop escalation policies for incidents. This role requires guiding and training the support team, ensuring effective communication between clients and internal teams, and implementing methodologies that promote efficient incident management.

Candidates for the Technical Support Manager position at DEUNA should have 3-5 years of technical support experience, ideally in the technology or fintech sectors. A degree in Systems Engineering or Computer Science, experience with databases, and knowledge of ITIL methodologies are also recommended. Leading teams in dynamic environments and managing crisis situations are key components of this role.

As a Technical Support Manager at DEUNA, familiarity with ticketing platforms like JIRA and Zendesk is essential. Additionally, proficiency with databases such as PostgreSQL and DynamoDB, as well as tools like Elastic Search, is crucial for streamlining processes and managing incidents effectively.

DEUNA fosters a supportive environment for the Technical Support Manager role by offering growth opportunities within a multicultural team. The company values continuous improvement and innovation, enabling you to implement significant process enhancements while having access to the latest tools and technology in a startup culture.

At DEUNA, benefits for a Technical Support Manager include remote work flexibility, vacation time, and additional PTO. The company also offers economic support for internet and phone expenses, stock options, and a diverse, dynamic team environment that emphasizes career growth and a path to success.

In a fast-paced environment, it's essential to assess the urgency and impact of each task. I prioritize tasks based on SLA requirements, critical incidents, and overall team capability. I also ensure that team members are involved in the prioritization process to align efforts effectively.

My experience with incident management involves developing escalation policies, ensuring communication between teams, and using tools like JIRA and Zendesk to track incidents. I believe in a structured approach to incident resolution, focusing on root cause analysis to prevent future occurrences.

To enhance team performance, I would focus on training programs, performance KPI definitions, and encouragement of open communication within the team. Regular feedback sessions and collaborative goal-setting help keep the team motivated and aligned with the company's objectives.

During high-stress situations, I believe clarity and transparency are key. I would communicate regularly with the client, providing updates on incident resolution progress and ensuring they feel supported throughout. Establishing a strong rapport beforehand also builds trust during such times.

I find JIRA and Zendesk to be highly effective for managing support tickets due to their user-friendly interfaces and powerful tracking capabilities. They allow for easy monitoring of ticket statuses and integration with other tools that streamline workflows.

In a previous role, I noticed that ticket resolutions were taking longer than necessary. I implemented an automated workflow in our ticketing system, which reduced response times by 30%. Additionally, we introduced regular training for the team that equipped them with better problem-solving skills.

I stay updated with industry trends by participating in webinars, following relevant blogs, and engaging with professional communities. Networking with peers also offers insights into effective strategies and innovative technologies that I can leverage in my role.

My approach to team training and development combines structured training sessions with hands-on experience. I tailor training to individual needs while encouraging mentorship within the team. Continuous feedback loops help track progress and identify areas for further development.

Managing relationships with stakeholders involves regular communication, understanding their goals, and aligning support initiatives with their objectives. I prioritize transparency and responsiveness to foster trust and collaboration across departments and with clients.

My philosophy on continuous improvement centers on fostering a culture of innovation and feedback. I encourage my team to identify areas for enhancement, embrace change, and adopt best practices that streamline our processes and enhance the client experience.