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L3 Support Team Manager
Location
Armenia
Posted
137 days ago
Salary
0
Seniority
Senior
Job Description
L3 Support Team Manager
Syrve
• Lead and develop the L3 support team: set goals, distribute workload, grow product and technical expertise, maintain high standards of professionalism. • Design and maintain structured escalation and notification flows for business, offices and partners, managing expectations and communicating impact, risks and next steps in a clear, calm and data-driven way. • Own investigation of the most complex incidents: understand how Syrve solutions work (architecture, integrations, data flows), drive root cause analysis and post incident reviews with sustainable fixes. • Build low friction collaboration with Product, Engineering, QA, DevOps and L2 teams; ensure requests to Engineering are well-structured and aligned with product direction. • 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) and by actively adopting AI tools in support workflows. • Manage technical debt from the support perspective: keep visibility on legacy and hard-to-support solutions, initiate deprecation/migration decisions and promote reuse of existing capabilities.
Job Requirements
- 5+ years in Technical Support / L3 Support or similar customer-facing technical roles, working with complex, distributed software systems.
- 2+ years of team leadership experience (team lead / manager) with proven ownership of critical incidents and cross-team communication.
- Strong understanding of software systems, APIs, databases and integrations, with readiness to dive deep into how the platform works, not just coordinate tasks.
- Excellent communication skills: ability to structure interactions with different audiences and translate technical topics into clear business language; experience building support processes and standards.
- 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 and paternity leave.
- Remote-first work format.
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