Technical Support Team Lead (Open Salary)

Location Bulgaria
Job Type Permanent
Salary OPEN SALARY (Based on Experience)
Reference 34241

Industry-leading Payments Solutions Provider looking for a Technical Support Team Lead

  • Join a company with a flexible, trust-based approach to their employees.
  • Company with 17 offices around the world, with the opportunity to work on global projects and collaborate with colleagues from different cultures and backgrounds.
  • Work on a modern state-of-the-art tech stack.


SalaryOpen to discussion based on experience

BonusAnnual performance bonus up to 25% of annual salary

LocationFully remote basis across Bulgaria



  • Manage the day-to-day operations of the Technical Support team
  • Lead and mentor the team, including senior technical support engineers, by providing regular staff reviews and communicating new policies, procedures, and goals
  • Serve as the point of contact for technical escalations and ensure that all customer inquiries and issues are resolved accurately and promptly
  • Monitor ticket system queues, improve team performance metrics, workflows, and service level agreements (SLAs), and conduct quality control to reduce errors
  • Work with other teams to implement strategies for increasing profitability, productivity, and overall improved customer experience
  • Review Technical Support related processes and documentation for continuous improvement



  • least 8 years of total experience, including 2-3 years of experience in a similar team management role with a strong technical focus
  • Strong leadership skills and advanced organizational and interpersonal abilities
  • A decent understanding of HTML, CSS, JavaScript, PHP, XML, etc.
  • Knowledge in networking and protocols such as HTTP(S), (S)FTP, SSL/TLS, TCP/IP, etc.
  • Strong technical writing and documentation skills, detail-oriented, with high standards for deliverables
  • Experience with public clouds such as AWS (preferred), GCP, Azure, etc., and monitoring tools
  • Experience with ticketing systems (Zendesk preferred) and Linux is considered an advantage



  • Excellent working conditions, casual working atmosphere.
  • Excellent remuneration package, being in the top 10% of the industry standard.
  • A focus on your professional development.
  • Team building and fun activities;
  • Benefits platform containing many benefits to choose from.
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