Technical Support Manager

4 days ago

Pune, India Pine Labs Full time

We bring our best selves to work each day to realise our mission of enriching the world through the power of digital commerce and financial services.


ROLE PURPOSE


We are seeking an experienced Manager – L1 & L2 Support to lead a high-performing team in delivering exceptional technical support within the payment’s domain. The role will drive support excellence, mentor team members, and ensure seamless resolution of complex technical issues while maintaining customer satisfaction.


THE RESPONSIBILTIES WE ENTRUST YOU WITH


  • Lead and manage the L1 and L2 support teams to ensure timely and effective resolution of issues.
  • Oversee support operations, ensuring SLA adherence and optimal performance of payment systems
  • Troubleshoot escalated issues related to PL/SQL, MySQL, Linux, and Jva-based applications.
  • Develop and maintain operational processes, workflows, and documentation to enhance support efficiency.
  • Collaborate with product, engineering, and client success teams to drive improvements in system performance and customer satisfaction.
  • Monitor key metrics to assess team performance and implement continuous improvement initiatives.
  • Conduct regular training sessions to upskill team members on technical and customer service skills.
  • Manage client relationships, acting as the escalation point for critical issues.



WHAT MATTERS IN THIS ROLE


Experience & Portfolio: 10–12 years of experience in L1/L2 support, with at least 3–5 years in a team manager role.

Education : Graduate or Postgraduate BCA/B TECH


Technical Skills & Efficiency

  • Expertise in PL/SQL, MySQL, Linux, and advanced Java troubleshooting.
  • Proven track record of managing support teams in the payments or financial services domain.
  • Excellent analytical, problem-solving, and decision-making abilities.


Good to have

  • Excellent communication and interpersonal abilities.
  • Ability to work in a fast-paced environment and handle multiple priorities.


What we offer

  • Competitive salary
  • Comprehensive benefits package.
  • Opportunities for professional development and career advancement.
  • A dynamic and collaborative work environment.


THINGS YOU SHOULD BE COMFORTABLE WITH

Working from office: As of now, we work out of our offices, 5 days a week.


Pushing the boundaries: Have a big idea? See something that you feel we should do but haven’t done? We will hustle hard to make it happen. We encourage out of the box thinking, and if you bring that with you, we will make sure you get a bag that fits all the energy you bring along.


What we Value in Our people

  • You take the shot: You Decide Fast and You Deliver Right
  • You are the CEO of what you do: you show ownership and make things happen
  • You sign your work like an artist: You seek to learn and take pride in the work you do

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