Join to apply for the Technical Support Manager role at DEUNAJoin to apply for the Technical Support Manager role at DEUNAAbout DEUNA DEUNA is a rapidly growing startup revolutionizing global commerce with ATHIA, our AI-powered orchestration and payments platform that helps large enterprises boost approval rates, reduce costs, and unlock new revenue. Built by the team behind DEUNA—the fastest-growing Commerce OS in Latin America—ATHIA combines payment intelligence, checkout optimization, and data orchestration in one powerful solution.About DEUNA DEUNA is a rapidly growing startup revolutionizing global commerce with ATHIA, our AI-powered orchestration and payments platform that helps large enterprises boost approval rates, reduce costs, and unlock new revenue. Built by the team behind DEUNA—the fastest-growing Commerce OS in Latin America—ATHIA combines payment intelligence, checkout optimization, and data orchestration in one powerful solution.With deep integrations across 300+ PSPs and alternative payment methods, and over 20% of Mexico’s digital economy running through our platform, we simplify global payments through a single integration and centralized reconciliation.We are a rapidly growing startup expanding into the U.S. to meet the urgent needs of large retailers, marketplaces, airlines, and QSRs. Join us to shape the future of payments! Visit https://www.deuna.com/ to learn more about us!We’re seeking for a Technical Support Manager to lead our Technical Support team! If you have a knack for leading teams, integrating tools, and creating efficient, scalable workflows, we’re looking for you. You’ll be driving continuous improvements, automation and building strong relationships with clients and stakeholders. Ready to make an impact?>> Key Responsibilities:Manage the configuration of tools such as JIRA and ZendeskOptimize and monitor workflows and integrations between various toolsContinuous improvement of the Frontend for ticketsDevelop and maintain escalation policies, shift rotation and a sense of urgency for efficient incident managementGuide and train the support team, implementing methodologies for area managementAct as a point of contact between clients and internal teams, ensuring effective communication about incidents and improvementsSupport TPM and CSM Teams: Collaborate with teams to obtain tools that streamline event and activity reviewsIdentify and automate processes to improve efficiency and reduce repetitive tasks, maintaining automated workflows in Jira and ZendeskEnsure that response times meet SLA requirements and manage the escalation of critical incidentsDefine and implement performance KPIs, identify patterns in incidents, and propose process improvements>> Requirements:Experience with ticketing platforms (Jira, Zendesk)Knowledge of databases (PostgreSQL, DynamoDB) and tools like Elastic SearchSkill in creating and maintaining automated workflows and knowledge of ITIL methodologiesAbility to lead teams in dynamic environmentsEffective communication skills, both written and verbalAbility to manage relationships with clients and stakeholdersAbility to quickly and efficiently solve complex problemsExperience in managing crises and critical incidents, with a focus on continuous improvementAbility to identify patterns in incidents and propose process improvements and automation>> Education & Experience:Degree in areas such as: Systems Engineering, Computer Science, or related fieldsCertifications in ITIL or technical support are a plusEnglish is desirable3-5 years of technical support experience, preferably in technology or fintechAt least 1 year of experience managing support teamsExperience in implementing improvements and process automation in agile environmentsIf you're eager to take on an exciting opportunity in the digital payments space and have the expertise to lead a dynamic technical support team, we’d love to hear from you!What will you find when you join DEUNA?A multicultural team distributed throughout LATAMDynamism, agility and constant innovationBeing part of a high-impact solution for an entire regionThe best tools and technology to operateBeing part of the startup cultureWe are in full expansion!Benefits:Vacations and additional PTO ️Remote work from anywhere Economic support for health insurance, internet and cell phone lineWe all own DEUNA, we offer stock options Learning and development platform Multidisciplinary, diverse and dynamic team Growth and career path Be part of a dynamic team that's creating the next generation payments platform.Join us at DEUNA!Seniority levelSeniority levelNot ApplicableEmployment typeEmployment typeFull-timeJob functionJob functionInformation TechnologyIndustriesSoftware DevelopmentReferrals increase your chances of interviewing at DEUNA by 2xGet notified about new Technical Support Manager jobs in Greater Buenos Aires.Greater Buenos Aires $1,000.00-$2,500.00 1 month agoClient Success Manager (Podcast Company)LATAM ERP Solution Consultant, ImplementationGreater Buenos Aires $800.00-$1,300.00 1 month agoCustomer Success Manager, Mobile AdvertisingSoftware Engineering Manager - Ubuntu Linux KernelTechnical Support Engineer – Developer-Focused Customer SuccessSenior Account Manager – Strategic Client SuccessGreater Buenos Aires $2,700.00-$4,000.00 1 month agoGreater Buenos Aires $2,700.00-$4,000.00 1 month agoWe’re unlocking community knowledge in a new way. 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