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Technical Support Team Lead

Remitly

Remitly

IT, Customer Service
Tel Aviv-Yafo, Israel
Posted on Friday, June 28, 2024

Job Description:

Remitly's vision is to transform lives with trusted financial services that transcend borders. Since 2011, we have been tirelessly delivering on our promises to people who send money around the world. Today, we are reimagining global financial services and building products that extend beyond traditional barriers to give customers access to more of the services they need, no matter where they call home. Join over 2,700 employees worldwide who are growing their careers with purpose and connection with our customers while having a positive impact on millions of people around the globe.
The team in Israel pushes forward and aims for the stars. We hire top talents and invest in promoting their career by providing opportunities, challenges, and a great work environment that places an important emphasis on work-life balance.

We are looking for a dedicated Technical Support team Lead to join us within the R&D department's Quality group. You will lead a team of technical support agents.

The team provides technical support and acts as the first line of technical response to internal stakeholders. The role requires close collaboration with almost every team in Rewire by Remilty IL, as such requires an understanding of the Remitly products and its system architecture.

The Team Leader needs to have a solid technical background and leadership background to effectively support and drive success of our Tier 2 Technical Support Team.

Experience assessing severity of support requests and escalate based on severity and multitask, solve problems and manage incidents and to inspire greatness and lead achievement of KPIs across the team.

What will you do?

  • Define and establish technical support processes within the company, ensuring a structured and efficient framework for addressing customer inquiries and technical issues.
  • Investigate and troubleshoot service issues collaboratively with developers, product managers, analysts.
  • Develop training and support systems for customers, incorporating expertise in managing automated service channels, crafting FAQs, and using tools that enhance our service system in a collaboration with the development team.
  • Manage the team's daily operations, lead and Experience assessing severity of support requests and escalate based on severity, serve as focal point during escalations, etc.
  • Provide hands-on support and leadership in both the troubleshooting and the escalation process to the relevant engineering teams.
  • Manage production automation, use monitoring tools to identify and address potential issues before customers report them.
  • Develop a detailed incident response plan to handle major outages or critical issues swiftly, After resolving incidents, perform a root cause analysis to prevent recurrence.
  • Conduct a thorough analysis of feature requirements and specifications to ensure right monitoring and alerting coverage to support production health

Requirements

  • 3+ years of hands-on experience as a technical support engineer or as a developer- a must
  • 2+ years of managerial experience for a team of 3+ people.
  • Experience establishing a technical support team and process from scratch
  • Proactive data-driven approach - spot recurring issues within our product and find the long-term solution to address them
  • Feels at home exploring an SQL data schema and writing SQL queries, logging tools, system health monitoring tools.
  • Great time management, prioritization and sense of ownership skills
  • Experience in providing services to agreed SLA's.
  • Experience handling support requests from a variety of different channels under high pressure.

Preferred Qualifications:

  • Experience with monitoring tools such as Looker, Tableau Redash, sentry, Rapid7, and Grafana.
  • Experience with cloud-based distributed production system architecture
  • Experience with JIRA
  • Experience in the FinTech industry - Big advantage

#LI-hybrid

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.