Technical Support Manager ( Min 5 years as Manager & Immediate joiner Only) Location: Remote Type: Full-time Reports to: Director of Technical Support Role Overview As Technical Support Manager, you will lead a global Level 2 support team responsible for diagnosing and resolving complex customer issues across Profitero product suite. *You will champion our structured incident response process from triage and severity assessment to internal coordination and customer communication ensuring fast, transparent, and accountable support delivery. You will work cross-functionally with Engineering, Client Success, and Product teams to minimize disruption, ensure service quality, and maintain customer trust in a high-growth SaaS environment. Key Responsibilities Lead the Level 2 technical support teams, ensuring effective escalation paths based on issue complexity. Act as (or appoint) the Incident Manager for critical cases, coordinating cross-functional response, root cause analysis (RCA), and follow-up. Implement and enforce a structured severity classification model to guide prioritization and SLA adherence. Ensure internal and external stakeholders are kept informed through appropriate channels, including Zendesk, Jira, Slack, and status updates. Continuously refine support workflows to improve resolution times, enhance transparency, and scale support across regions. Manage a team of around 20 L2 engineers, coaching on technical troubleshooting, communication, and performance metrics. Track support KPIs, customer satisfaction, and quality trends to inform business decisions and demonstrate team impact. Qualifications and Experience 5+ years of technical support management experience in enterprise SaaS or B2B analytics platforms with global or regional support teams. Proficiency in SQL and hands-on experience investigating data quality or platform behavior. Deep understanding of Jira and Zendesk for support ticketing and workflow management. Experience with structured incident management and escalation processes. Strong cross-functional communication skills, including the ability to work effectively with non-technical stakeholders. Comfortable using metrics to measure service quality and demonstrate ROI. Desirable Skills Experience with predictive analytics, eCommerce SaaS platforms, or data infrastructure. Familiarity with global service models across EMEA, APAC, and North America. Prior involvement in support automation or AI/ML-based diagnostics.

Role & responsibilities Lead the design and development of new Data & Analytics solutions in various parts of the product Modernize existing system components by re-designing them according to the new architecture paradigm Integrate developed solutions with other components of the system Working closely with the Architecture team to influence new technologies choice Ensure the non-functional requirements (ex. stability, scalability, and performance) of services and applications are met Mentor and guide other team members in best practices and technical decisions Being a part of a scrum team collaborating with other cross-functional teams to identify and solve complex technical problems Understand business domain, customers needs, and business use cases Preferred candidate profile Overall working experience in Data Engineering 7+ years Strong knowledge of Python, Apache Spark, and Airflow with a minimum of 3+ years of practical experience Solid understanding of SQL Strong experience with relational and non-relational databases Solid understanding of data models and data pipeline design (batch and real-time) Strong Experience developing solutions in a Cloud environment Strong understanding of DevOps methodologies Working experience in an Agile environment A natural interest in modern data processing technologies and the ability to learn new things Passion to get into the development process quickly and deliver good-quality code English level at B2 or higher

Responsibilities:As a Data Engineer focused on web crawling and platform data acquisition, you will design, develop, and maintain large-scale web scraping pipelines to extract valuable platform data. Annual bonus Health insurance Provident fund

Role & responsibilities As a Data Engineer focused on web crawling and platform data acquisition, you will design, develop, and maintain large-scale web scraping pipelines to extract valuable platform data. You will be responsible for implementing scalable and resilient data extraction solutions, ensuring seamless data retrieval while working with proxy management, anti-bot bypass techniques, and data parsing. Optimizing scraping workflows for performance, reliability, and efficiency will be a key part of your role. Additionally, you will ensure that all extracted data maintains high quality and integrity. Preferred candidate profile We are seeking candidates with: Strong experience in Python and web scraping frameworks such as Scrapy, Selenium, Playwright, or BeautifulSoup. Knowledge of distributed web crawling architectures and job scheduling. Familiarity with headless browsers, CAPTCHA-solving techniques, and proxy management to handle dynamic web challenges. Experience with data storage solutions, including SQL, and cloud storage. Understanding of big data technologies like Spark and Kafka (a plus). Strong debugging skills to adapt to website structure changes and blockers. A proactive, problem-solving mindset and ability to work effectively in a team-driven environment.

Role & responsibilities Design, develop, and deploy agentic applications and complex AI workflows using generative AI models (Claude, OpenAI, Gemini, etc.) and relevant frameworks (e.g., LangChain, LangGraph, Crew AI, or similar). Build and optimize prompts and interaction strategies for LLMs to achieve desired outcomes in agentic systems. Integrate various tools, APIs, and data sources, potentially utilizing MCP Servers, to enable agents to perform tasks and access information effectively. Develop robust, scalable, and maintainable code in Python for all components of the agentic applications, from backend logic to API integrations. Implement testing and evaluation strategies for agentic systems to ensure performance, reliability, and safety. Collaborate closely with product managers, designers, and other engineers to translate requirements into technical solutions. Stay up-to-date with the latest research and developments in generative AI, LLMs, agentic systems, and protocols like MCP, evaluating their potential for our products. Contribute to the architecture and technical roadmap of our AI initiatives. Mentor junior engineers and share knowledge within the team. Preferred candidate profile Bachelor's or Master's degree in Computer Science, Engineering, Artificial Intelligence, or a related field. Minimum of 3 years of professional experience in software development, with a significant focus on AI/ML applications. Proven proficiency in Python and experience with relevant AI/ML libraries and frameworks. Hands-on experience in developing applications utilizing Large Language Models (LLMs) such as Claude, OpenAI (GPT-3, GPT-4, etc.), Google Gemini, or other prominent generative AI models. Experience in building agentic applications or workflows, demonstrating an understanding of concepts like planning, memory, tool usage, and multi-agent systems. Familiarity with AI workflow orchestration and agentic frameworks (e.g., LangChain, LangGraph, Crew AI, Haystack, or similar). Experience working with Model Context Protocol (MCP) Servers. Experience with RESTful APIs and integrating external services. Solid understanding of software development best practices, including version control (Git), testing, and CI/CD. Excellent problem-solving skills and the ability to work independently and as part of a collaborative team.