Technical Support Lead
TrueLayer, Ireland
Job Description
TrueLayer’s Client Care team is the voice of TrueLayer to our customers. We count on our technical support team to help developers use our product to build financial applications, as quickly, reliably and securely as possible.
We are looking for a Technical Support Lead to manage our Technical Support Engineers who build internal tools and automations, fix bugs and provide mitigation for our clients as well as helping build a 5-star fintech support platform by creating new ways to solve our clients’ problems. The lead must be client and solution-focused and understand that each client’s needs are unique. Each ticket created by our clients and bug fix is an opportunity for us to learn how to build better products.
This role is critical to the success of our Client Care team. Your day to day will include mentoring Technical Support Engineers and helping them investigate issues by querying logs, liaising with clients as well as banks to get to the bottom of difficult issues, and also fixing any bugs you find. Besides this, you will also help us define how we service our clients in the future. The Technical Support Engineer Lead will help build internal tools which the team can then use to get to the root cause of client issues in a faster, more efficient, manner.
Who we are:
At TrueLayer, we build intelligent financial infrastructure that puts fintech at people's fingertips.
Businesses use our global network, built on open banking and PSD2, to securely access financial data and enable instant payments. Headquartered in London with offices in Milan, Dublin, Sydney, and Hong Kong, we’ve raised $142M to date and we’re trusted by some of the biggest names in tech, including Revolut, Trading 212, and Zopa.
We are systems builders, design thinkers, product crafters and committed doers. We work in a collaborative, transparent environment where people can be their true selves, embrace ownership and accountability, and build something that will define an industry.
Our vision is to create a financial ecosystem that is open to everyone. We’ve grown from a UK leader in 2020 to a global provider in 2021, operating in 12+ countries. The thing is, we're just getting started
As a Technical Support Engineer Lead, you will:
- Lead a team of Technical Support Engineers and investigate, debug and solve client issues
- Work closely with our engineering and product teams to perform root cause analysis for our clients and be the voice of the user to prioritise feature requests as well as improve quality of our products
- Line manage 3-4 people and foster a culture of learning, development through mentoring as well as goal setting and 1:1s
- Understand how the Technical Support team contributes to the overall company strategy and impact
- Be a vocal advocate for the team to the rest of the engineering organisation
- Join calls with our clients to help them with their integrations
- Use your product expertise to help users investigate, triage and resolve issues on Zendesk and email, while giving them the best user experience possible
- Contribute to FAQs, internal and external documentation to drive understanding of our product
- Design, Implement and maintain internal tools for the Client Care team to increase efficiency
- Be available for some on-call work depending on severity of issues submit by clients
Requirements
You’ll need to demonstrate:
- A technical background with an OOP programming language, preferably C#/.NET Core
- Experience as a Technical Support Engineer or Backend Engineer and desire to cover a managerial role with a hands-on attitude
- Impeccable writing skills, with experience leading users through difficult problems to solutions
- A client-first attitude with strong analytical skills, and are able to explain how TrueLayer works to a wide range of audiences
- Experience in providing mentorship to more junior colleagues
- The ability to empathise with users and developers alike, and elevate their voice in internal decision making, helping us build a user-centric culture
- The knowledge of how to prioritise demands in a fast-paced environment
- Being part of a growing international team: you are actively thinking of ways to enhance our processes, our internal tools, and the way we work.
We’d be particularly excited if you have:
- Experience providing technical/developer support at a technology company;
- Exposure to Rust
- Experience managing a small team in a fast paced startup
Benefits
What you can expect from us:
- Competitive salary and meaningful equity in the company
- Flexible hours and remote work
- Brand new Macbook Pro
- A re