Engineering Support Manager

We are seeking an experienced and highly motivated Engineering Support Manager to lead our technical support team. The ideal candidate will be responsible for ensuring the smooth operation and timely resolution of technical issues for our cutting-edge FinTech products and services. This role requires a strong understanding of engineering principles, excellent leadership skills, and a passion for customer satisfaction.

Key Responsibilities:

• Manage and mentor a team of technical support engineers, fostering a culture of excellence and continuous improvement.
• Oversee the day-to-day operations of the engineering support function, ensuring efficient ticket management and resolution.
• Develop and implement support strategies, processes, and best practices to enhance service quality and customer experience.
• Collaborate with engineering, product, and operations teams to identify root causes of recurring issues and drive permanent solutions.
• Monitor system performance and proactively identify potential issues, implementing preventive measures.
• Ensure timely and accurate communication with stakeholders regarding technical issues and resolutions.
• Maintain comprehensive documentation of support procedures, knowledge base articles, and incident reports.
• Drive continuous learning and development within the support team, keeping them updated on new technologies and product features.