Payment Support Team Lead

20 hours ago


Delhi, Delhi, India Pine Labs Full time

We are seeking a seasoned Technical Support Manager to lead our high-performing payment support team at Pine Labs. As a key member of our organization, you will be responsible for driving support excellence, mentoring team members, and ensuring seamless resolution of complex technical issues.

Job Description

Overview

Pine Labs is committed to enriching the world through digital commerce and financial services. Our innovative solutions empower businesses to thrive in a rapidly evolving landscape.

Salary

The estimated annual salary for this role is ₹35,00,000 - ₹45,00,000, depending on experience.

Responsibilities

  • 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 Java-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.

Requirements

  • 10–12 years of experience in L1/L2 support, with at least 3–5 years in a team manager role.
  • Graduate or Postgraduate BCA/B Tech degree.
  • 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.

Benefits

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


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