Lead - Technical Support Engineer

About Zeta

Next-Gen Banking Tech

1700+

70%

US

EMEA

Asia

$280 million

$1.5 billion

About The Role

Responsibilities

• Lead and manage a team of Technical Support Engineers, providing mentorship, guidance, and motivation.
• Actively engage in client support operations including client interactions, troubleshooting, issue triaging, and resolution management.
• Possess deep understanding of Technical Support processes, especially within the Payments and Banking domains.
• Demonstrate strong technical proficiency in APIs, SQL, microservices architecture, and product debugging.
• Ensure timely and professional communication with clients, providing effective resolutions to their technical issues.
• Manage escalated incidents and drive quick resolution while maintaining high customer satisfaction.
• Participate in and lead internal discussions, incident calls, defect triage meetings, and client stakeholder interactions.
• Train team members on product knowledge, processes, and evolving system changes.
• Continuously assess and improve support engineering processes to enhance overall efficiency and product performance.
• Contribute to product documentation and knowledge base by identifying common issues and solutions.
• Foster an inclusive team culture that promotes accountability, growth, and collaboration.
• Coach and prepare team members for advanced roles, promoting their professional development
  

Skills

• Proven experience handling customer escalations and providing effective resolutions.
• Ability to manage large volumes of work independently with strong initiative and problem-solving skills.
• Strong stakeholder management and communication abilities.
• Demonstrated people management skills including team motivation, coaching, and performance evaluation.
• Hands-on experience in process optimization and operational leadership in a tech support environment.
• Enthusiastic about working in a fast-paced, tech-driven, and dynamic work culture.
  

Experience And Qualifications

• Professionals with 8+ years of experience in Technical Support, with at least 2+ years in a leadership role.
• Prior experience in Payments or Banking domain is mandatory.
• Strong knowledge of APIs, SQL, microservices, and modern troubleshooting tools.
  

Equal Opportunity