• Available for customer service 24hr/day when on-call, as needed • Ability to travel and work with customers on-site • Install, configure, and troubleshoot hardware, software, and peripheral system components through on-site and remote support • Troubleshoot interfaces to equipment, software, or business systems using industry-standard or proprietary protocols • Edit configuration files and database data on multiple software packages as needed • Serve existing accounts by handling support tickets, planning daily schedules, investigating complaints, conducting tests, and resolving problems • Ability to communicate with customers either via ticketing system, telephone, video conferencing (MS Teams), chat or in person • Maintain good customer relations by examining feedback, identifying solutions, and suggesting workflow and system improvements • Completing reports, forms, checklists, etc., to document service and installation work • Continuous learning to keep job knowledge current by participating in educational opportunities, company-provided training, and self-directed studies

Role Description As part of our international growth, we are looking for a Technical Support Manager – Digital Payments to join our teams in Brazil and contribute to the global expansion of our payment solutions. Reporting to the Project Management Lead based in France, you will act as a key technical and operational partner for our clients, ensuring high-quality integrations, smooth production operations and continuous service improvement. This role offers strong exposure to international projects and a high level of autonomy within a fast-paced fintech environment. Your Key Responsibilities - Technical Support & Operations - Act as the main point of contact for customer support requests, ensuring end-to-end follow-up with autonomy and efficiency. - Diagnose and resolve complex technical issues, always with a continuous improvement mindset. - Lead the technical integration of Market Pay solutions with customer teams, ensuring alignment and delivery excellence. - Monitor production indicators to anticipate incidents and improve operational performance. - Supervise solutions in real time and react quickly to any detected issues. - Improve and maintain technical documentation to support scalability, deployments and customer support. - Project Management - Manage small to medium-sized projects from design to delivery, ensuring quality, timelines and customer satisfaction. - Control costs, deadlines and resources with a strong focus on optimization. - Collaborate closely with development squads and cross-functional teams to ensure project success. - Oversee after-sales activities and ensure a high-quality customer experience. - Contribute to the continuous improvement of project management practices by introducing new ideas and agile approaches. Qualifications - IT / Computer Science engineering degree. - Experience in software engineering (e.g. Developer, QA Engineer). - Solid exposure to the payment ecosystem. - Strong understanding of Agile methodologies (SCRUM or similar). Requirements - Ability to manage technical integrations and complex systems. - Comfortable working in a production environment with high availability requirements. - Strong analytical and problem-solving skills. - Fluent in Portuguese, Spanish and English (daily international interactions). - Curious, proactive and resourceful. - Strong communication and stakeholder management abilities. - Able to work autonomously in a fast-moving, international context. Benefits - A structured onboarding and training program (initial training in France). - Deep immersion into the digital payments ecosystem. - Remote work opportunities. - Exposure to international projects in a rich, high-impact digital environment. - High level of autonomy across all project phases. Company Description Market Pay is a fast-growing European fintech delivering omnichannel and international payment solutions to merchants and financial institutions. Our mission is simple: make payments seamless, accessible and reliable, everywhere. Built on a deep understanding of the European retail ecosystem and its payment challenges, Market Pay covers the entire payment value chain — acceptance, acquiring, card solutions (prepaid, gift, etc.) and innovative checkout experiences — powered by an industrial-grade platform.

Role Description We are looking for a Senior Technical Support Manager to lead our AMER support team based in the USA & Costa Rica. This is a balanced people-and-technology role: you will lead a distributed support team handling tickets across the full Omilia Cloud Platform (OCP), while staying close enough to the technology to coach, unblock and contribute to technical decisions. You will report into Technical Support leadership and partner with Product, Platform Operations, Professional Services and Customer Success across multiple regions. What You’ll Do - Lead the AMER support team. - Run daily team calls to align on requests, blockers, priorities and customer escalations. - Translate ambiguous customer issues into clear, feasible team goals and manage expectations with stakeholders. - Hire and onboard new engineers on OCP. - Contribute to the enhancement of the current structured onboarding plan. - Run 1:1s, performance reviews and growth conversations. - Coach individual contributors toward senior and specialist tracks. - Address performance issues directly and fairly. - Own SLAs across Severity 1 to Severity 4 for the Costa Rica queue. - Monitor backlog, ageing tickets and Platinum-Customer health. - Drive measurable improvements in response time, resolution time and CSAT. - Coordinate follow-the-sun handoffs with EMEA and APAC support teams. - Ensure the support team keeps customers informed and updated during incidents. - Serve as a senior point of contact within Technical Support for key accounts. - Drive the Omilia Service Desk knowledge base flow. - Ensure recurring issues are converted into KB articles. - Make sure the team handles customer data in line with compliance standards. - Maintain an in-depth understanding of OCP components. - Be the go-to expert and mentor for the team. - Drive deep troubleshooting and an exploratory mindset. - Improve JSM workflows, automation and integrations between the service desk and OCP observability. Qualifications - 5+ years in technical support, with at least 2 years managing a support team of engineers. - Track record managing an enterprise support queue against SLAs in a high-severity, customer-facing environment. - Hands-on technical fluency in at least one of: conversational AI, IVR, NLP/ASR, contact-center platforms, cloud infrastructure or voice biometrics. - Strong people-management instincts: setting feasible goals, mentoring, giving direct feedback, building trust, managing through ambiguity. - Excellent written and spoken English; able to communicate clearly with global customers and engineering teams. - Based in the AMER region, fully remote. - Willing to either commit to a daily four-hour overlap with our Athens team or accept the optional two-month relocation to Athens. Nice to Have - Experience with Atlassian Jira Service Management and building automation in JSM. - Experience working in a regulated environment (banking, healthcare, payments). - Familiarity with Omilia Cloud Platform or comparable conversational AI platforms. - Exposure to follow-the-sun support models and managing across timezones. - Spanish in addition to English. What We Offer - Structured onboarding plan focusing on direct collaboration and real exposure. - Remote shadowing or optional Athens relocation for onboarding. - A senior leadership role on a fast-moving product. - Direct ownership of a team and clear room to shape how technical support operates in our AMER. - A culture that rewards real results, honest communication, curiosity and tackling tough challenges. - Fixed compensation. - Long-term employment with vacation days. - Development in professional growth (courses, training, etc). - Being part of successful cutting-edge technology products. - Proficient and fun-to-work-with colleagues. - Apple gear.

• Administer and maintain enterprise collaboration tools (e.g., Microsoft Teams, Zoom, Slack, SharePoint). • Ensure high availability, performance, and security of collaboration platforms. • Provide technical support for collaboration tools and services. • Resolve user issues efficiently to minimize downtime and disruption. • Empower users to effectively use collaboration tools through training and resources. • Promote adoption of best practices and new features. • Enhance collaboration workflows through tool integrations and automation. • Support digital transformation initiatives. • Monitor usage and performance to ensure optimal user experience. • Continuously improve collaboration services based on analytics and feedback.