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Head of Technical Support

NEW

Remote (hubs in Dubai, Yerevan, London, Belgrade)Full-timeGlobal

📊 Senior🏠 Remote

RemoteRemote work position availableActivePosted within the last 30 days

Job Description

[AI-summarized by JobStash]

You will lead the L2 technical support function, own complex support cases, and build scalable operational processes. You will manage and coach L2 specialists, translate tickets into reproducible bug reports, coordinate with Engineering/Product/Risk/Compliance, participate in incident management, and maintain knowledge bases and diagnostics.

Requirements

●2+ years of experience leading or mentoring technical support or operations teams
●3–5+ years of experience in L2 technical support Support Engineering or Production Support environments
●Strong SQL skills for real production diagnostics including joins CTEs aggregations and transaction investigation
●Ability to analyze data and system states to validate hypotheses and troubleshoot complex issues
●Experience working with logs and tracing systems such as Grafana or Sentry
●Understanding of APIs and service-based architectures
●Practical understanding of production systems including retries queues idempotency partial failures timeouts and high-load patterns
●Familiarity with observability tools including logs metrics and traces
●Understanding of crypto or fintech transaction flows including deposits withdrawals confirmations network delays and on-chain vs off-chain states
●Knowledge of basic risk and compliance scenarios in financial products
●Strong communication and conflict management skills for difficult user cases and cross-team priorities
●English proficiency at B2 level or higher for documentation written communication and meetings

Responsibilities

●Lead and manage the L2 technical support team, including task management, coaching, regular 1:1s, quality reviews, professional development and burnout prevention
●Establish and improve L2 operational processes including triage, prioritization, escalation rules to Engineering, response standards, SLA management, and backlog handling during peak loads
●Maintain end-to-end ownership of complex support cases including deposits, withdrawals, payment flows, transaction status discrepancies, limits, blocks, verification checks, and user claims
●Act as the primary operational interface between Support and Engineering Product Risk and Compliance teams
●Translate complex support tickets into structured bug reports with clear reproduction steps logs and technical context
●Coordinate prioritization of technical issues with internal teams and ensure solutions are delivered back to the support queue efficiently
●Participate in incident management from the L2 side including early detection of incidents through queue signals defining the initial scope coordinating communication and collecting technical evidence
●Contribute to RCA and post-mortem processes and ensure follow-up action items are implemented within the support organization
●Hire and onboard L2 support specialists including profile definition interviews technical assessment and structured onboarding processes
●Build and maintain internal knowledge bases troubleshooting guides and response macros
●Continuously improve support metrics including resolution time first response speed escalation rate diagnostic quality and recurring issue reduction

Benefits & Perks

●Remote setup with access to hubs in Dubai Yerevan London and Belgrade
●Compensation for medical expenses
●Provision of necessary equipment
●20 working days of paid vacation annually
●11 days off per year
●14 days of paid sick leave
●Access to internal conferences English courses and corporate events

Tech Stack

diagnosticslogsSLA managementsupport engineeringSQLtracingSentrytroubleshootingincident managementriskproject:The Open Platform