Ebury is a leading global fintech company that empowers businesses to trade and grow internationally. It offers a comprehensive suite of products, including international payments and collections, FX risk management, trade finance, and API integrations. Founded in 2009 by Juan Lobato and Salvador García, Ebury is one of the fastest-growing global fintechs, with over 1,700 employees and 38 offices in more than 25 countries.

Technical Support Manager

Ebury Madrid Office - Hybrid: 4 days in the office, 1 day working from home

The Role:

We are seeking an experienced Technical Support Manager to join our team. In this role, you will be leading a global team of Technical Support Engineers, providing guidance, training, and performance evaluations. You will oversee the daily operations of the technical support team, ensuring efficient and effective issue resolution. Additionally, you will develop and implement processes and procedures to enhance the quality and efficiency of technical support services.

What we offer:
- Competitive salary and benefits package
- Discretionary bonus based on performance
- Continued personal development through training and certification
- We are Open Source friendly, following Open Source principles in our internal projects and encouraging contributions to external projects

Responsibilities:
- Manage and mentor a global team of Technical Support Engineers, providing guidance, training, and performance evaluations.
- Oversee the daily operations of the technical support team, ensuring efficient and effective issue resolution.
- Develop and implement processes and procedures to improve the quality and efficiency of technical support services.
- Proactively define and maintain the team´s technical roadmap, partnering with Product to prioritize features and ensure feasibility.
- Collaborate with cross-functional teams to resolve complex technical issues and improve product quality.
- Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and track team performance.
- Participate in the recruitment and onboarding of new technical support engineers.
- Stay up-to-date on industry best practices and emerging technologies.
- Understand and be able to influence the product and technical roadmap.
- Be accountable for the reliability, availability, and security of the systems.

About You:
- Proven experience (3+ years) managing a technical support team in a fast-paced, technology-driven global environment.
- Strong technical background.
- Strong understanding of technical support processes and methodologies.
- Excellent leadership, communication, and interpersonal skills.
- Ability to motivate and inspire a team to achieve high levels of performance.
- Strong problem-solving and analytical skills.
- Experience working with ticketing systems and other support tools.
- Familiarity with Agile methodologies and software development processes.

If you´re excited about this job opportunity but your background doesn´t match exactly the requirements in the job description, we strongly encourage you to apply anyway. You may be just the right candidate for this or other positions we have.