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We help amazing hospitality businesses and their people perform at their very best every day.
Manager – L3 Tech Support Team
Location
Armenia
Posted
142 days ago
Salary
0
Seniority
Senior
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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