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Team Lead Technical Support
Adyen
posted 1mon ago
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Flexible timing
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Job Description
- As a Technical Support Team Lead, based in Bengaluru , you will lead a team that operates as a first interface with Adyen s merchants across the globe.
- You will guide the Technical Support team to directly work with a variety of other Adyen teams across the technology, commercial and operational sphere to deliver the merchant support model.
- The service Adyen Technical Support team provides to the merchant has a direct impact on their ability to take payments and further grow their business.
- Your team is extremely merchant-focused, highly motivated, and thrives on shared success. You will be part of an international team with diverse backgrounds and skill sets.
- With Adyen being a 24/7 business we operate across time zones using a follow the sun principle. The extensive payments knowledge of the team is the most valuable aspect both to our merchants and our internal teams.
- Set up with the help of our recruitment business partners and your global peers a team of talented Technical Support Engineers who can contribute to Adyen and our merchants growth, and are a strong fit to our Adyen formula.
- Lead the team that is a key source of knowledge on the Adyen platform and APIs, the underlying technology stack, and industry-standard integration methods and best practices.
- Coach and mentor members of the team to excel at resolving technical challenges for Adyen s merchants and grow their careers.
- Define and clearly communicate objectives and goals for the Support team.
- Track team progress and success using KPIs and data sets. Feed this back to the team to drive performance and efficiency.
- Deal with merchant and senior management escalations across a variety of issues.
- Be an integral part of the global support strategy.
- Define how to best structure the Bengaluru Technical Support team with shift planning and weekend coverage.
- Develop a culture where training and development are part of the team, identify actions and work with trainers to ensure the skills and knowledge are cultivated effectively.
- You are a people leader, and have a minimum of 5 years experience leading and developing technical teams.
- You are able to develop and lead a local Bangalore team and understand how to operate in a global support function whilst representing regional nuances.
- You are innovative, with strong problem-solving capabilities and able to define robust processes and procedures.
- You are able to serve as an escalation point for varied technical support requests and challenges.
- You are able to balance commercial requests with the technical support global strategy.
- You have an affinity with internet technologies and knowledge of technical processes (think SQL / HTML / JavaScript / PHP / Java / Scripting).
- Payments or Fintech experience is not required, but you must be able to communicate your enthusiasm for the space.
- Able to organize team s rotation to ensure shift coverage according to workload patterns.
- Flexible to work weekends and public holidays as needed, with a focus on leading by example and promoting a positive work environment.
- You have strong written and verbal communication skills.
- Must be willing to travel globally where required
Employment Type: Full Time, Permanent
Functional Areas: IT Hardware & Telecom
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