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Syrve logo
Syrve

We help amazing hospitality businesses and their people perform at their very best every day.

Manager – L3 Tech Support Team

ManagerManagerFull TimeRemoteSeniorTeam 51-200H1B No SponsorCompany SiteLinkedIn

Location

Armenia

Posted

142 days ago

Salary

0

Seniority

Senior

Bachelor Degree5 yrs expEnglishRussian

Job Description

Manager – L3 Tech Support Team

Syrve

• Lead and develop the L3 support team: set goals, distribute workload, grow product and technical expertise. • Design and maintain structured escalation and notification flows for business, offices and partners. • Own investigation of the most complex incidents: understand how Syrve solutions work. • Build low friction collaboration with Product, Engineering, QA, DevOps and L2 teams. • Oversee the creation and maintenance of knowledge base articles, technical documentation, and internal guidelines. • Improve efficiency of L3 support using metrics (SLAs, resolution time, reopens, escalations to Engineering). • Manage technical debt from the support perspective.

Job Requirements

  • 5+ years in Technical Support / L3 Support or similar customer-facing technical roles.
  • 2+ years of team leadership experience (team lead / manager).
  • Strong understanding of software systems, APIs, databases and integrations.
  • Excellent communication skills.
  • Experience with ticketing and documentation tools (e.g., Jira, Confluence, Zendesk, Freshdesk or similar).
  • Fluency in English and Russian.

Benefits

  • Engaging environment with highly qualified specialists.
  • International team and multicultural work environment.
  • Compensation for English courses.
  • Gym membership reimbursement.
  • Comprehensive health insurance.
  • Paid time off.
  • Paternity leave.
  • Remote-first work format.

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