Technical Support Manager

We are looking for a highly motivated and focused remote Technical Support Manager to provide direct support for internal and external users of an integrated set of components that constitute our Anti-Financial Crimes and Compliance platform. The platform supports the application of artificial intelligence and large language modelling, entity resolution and identification leading to neural networks for investigations, advanced screening techniques, and the use of optical character recognition utilities. This role will be work from home (Poland).
Responsibilities: 

• Constructing and implementing an appropriate technical support operations model to ensure operational efficiency and accuracy.
• Set up, configuration, and maintenance of system users.
• Providing technical assistance and guidance to users who encounter issues with the platform, including answering questions, providing instructions, or escalating more complex problems to vendor support teams.
• Identifying and resolving technical issues that arise within the platform or system they support including investigating user-reported problems, analyzing system logs, and collaborating with other technical teams to find solutions.
• Performing routine maintenance tasks such as executing software updates, patches, and configuration changes to keep the platform running smoothly and securely.
• Ensuring system performance and health by monitoring key metrics and alerts to detect potential issues early and take proactive measures to prevent downtime or service interruptions.
• Maintaining comprehensive documentation of the platform's configuration, procedures, and troubleshooting steps. 
• Managing and prioritizing incidents according to their severity and impact on operations, including coordinating with other teams to ensure timely resolution and minimizing disruption to business operations.
• Working closely with other teams, such as product management, developers, system administrators, and network engineers, to address cross-functional issues and improve overall system performance.
• Actively seeking opportunities to optimize and enhance the platform's performance, reliability, and security through process improvements, automation, and the adoption of best practices
• Other duties, as directed by leadership.

Qualifications:

• Bachelor’s or master’s degree in computer science, management information systems, business systems technology or equivalent field of study.
• At least 3 years’ experience in technical support or a related field as a technical support manager, senior analyst, or administrator.
• Demonstrated skills in analyzing complex problems, identifying root causes, and implementing solutions. 
• Strong customer focus skills in understanding customer needs, managing expectations, and ensuring timely and effective resolution of issues.
• Experience in cloud platform architectures for data management and governance, security and applications deployment following constructs associated to IaaS, iPaaS, and SaaS.
• Superb written, oral and observable interpersonal skills required in transforming complex business and technical issues into easily understood use cases and requirements.