Merchant Technical Support - Jr Manager

📋 Description

• Act as senior escalation point for complex merchant technical issues, leading structured
• Coordinate with Engineering, Product, and Operations during high-impact incidents to ensure timely
• Analyze recurring technical issues and incident patterns to identify underlying product, system, or
• Establish and continuously improve technical troubleshooting frameworks, escalation criteria
• Partner with Product and Engineering to drive permanent fixes and preventive actions, reducing
• Develop the team's technical depth through workshops, technical knowledge-sharing sessions

🎯 Requirements

• 5+ years of experience in technical support, product support, software engineering, solutions
• Proven experience leading people, teams, or complex technical/operational programs, with the
• Strong technical understanding of software products and systems, including experience with APIs
• Strong experience in structured troubleshooting, root cause analysis, incident investigation, and
• Excellent communication and stakeholder management skills, with the ability to translate complex
• Strong ownership mindset and ability to operate effectively in a fast-paced environment