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Legally verify users internationally with a few lines of JS.

Director of Technical Support

$30k – $100k • 0.1% – 1.0%
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## Job Description

**What we’re looking for**

We are experiencing explosive growth and building our global technical support organization. The Technical Support team’s mission is to provide exceptional post-sales product support experience to all our customers and partners, especially during the integration phase. This role is a key component of the Technical Support global organization.

The Lead Technical Support Engineer is in charge of heading the tech support team in Latin America and around the world, and being the main point of escalation for all tech client issues. The ideal candidate has a track record of spearheading technical support initiatives in software development or SaaS environment and working in dynamic work environments. The candidate will need to collaborate across teams, creatively solve product-related issues for customers and partners, and drive the evolution of the technical support team.

**Role Responsibilities**

- Collecting all relevant information to fully understand customer issues to be able to troubleshoot, isolate, and resolve in a timely manner.
- Systematically analyzing product native log files and third-party log files to understand/describe chains of events
- Setting up test environments to replicate customer environments and reproduce customer issues
- When needed, analyzing network traffic to understand problems, using web browser debugging tools.
- Making use of the product source code in case troubleshooting, such as looking up an error message in Java code to understand its context.
- Closely collaborating with team members in both local and remote support teams while solving complex support cases.
- Creating customer self-service content, (e.g. in the form of knowledge base articles, community forum posts, and videos).
- Participating in side-projects aimed at improving our processes and tools, and the usability, supportability, and quality of products being supported.

**Role Requirements**

- Bilingual proficiency (English and Spanish) is a must. Native Spanish speaker +.
- Has 1 year of experience in customer success/tech support and has worked onboarding customers.
- At least 2 years of experience as a frontend or backend engineer
- 1→5 years of customer-facing experience, supporting and troubleshooting technology products, ideally in the SaaS industry
- Intermediate-Advanced knowledge of various programming languages (Javascript, Swift, Objective C, Java)
- Experience using support ticketing systems (e.g. Hubspot) and bug-tracking systems such as JIRA and GIT.
- Understanding of REST APIs, Web Services, JavaScript, JSON, and databases.
- Participate in on-call rotation and be on standby after-hours and weekends to support and resolve business-critical customer issues
- Beneficial if the candidate has previously managed technical support groups

Meet your team

People you would work with in this role

Amaury Soviche

Avatar for Amaury Soviche
Founder • @MoonCode@PayOneSnap • worked at @Mapstr & @Flyability • Studied at @Stanford & @EPFL

Filip Victor

Avatar for Filip Victor
Founder at Getmati.com

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