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# Manager, Technical Support

- **Company:** Freedompay Commerce Platform
- **Location:** Philadelphia, PA, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Software as a Service, System Configuration, Knowledge Management, Payment Gateway, Retail Software
- **Published:** July 28, 2026
- **Apply:** https://www.dice.com/job-detail/db3421f1-9982-452c-8c00-b3633a01c7fc

## About the Role

* Bachelor's degree from an accredited university.
 * 5+ years of technical support, help desk, software support, or related experience.
 * 2+ years of experience leading, mentoring, or managing technical support professionals.
 * Experience supporting customers in a 24/7 operational environment, preferably within payments, financial technology, SaaS, hospitality, or retail technology.
 * Experience supporting, configuring, or troubleshooting POS and PMS systems such as Micros, Opera, Aloha, or InfoGenesis.
 * Experience with payment processing, payment gateways, financial services, or related technologies.
 * Demonstrated experience managing escalations and driving resolution of complex technical issues.
 * Strong investigation, diagnostic, and problem-solving skills.
 * Experience developing and improving support processes, documentation, and knowledge base resources.
 * Excellent written and verbal communication skills; Spanish language skills are a plus.
 * Strong leadership, coaching, and team development abilities.
 * Ability to thrive in a fast-paced environment and effectively manage competing priorities.
 * Willingness to support and lead within a 24/7 operational model and participate in after-hours escalations when necessary.
 * Some travel may be required.

## Description

* Lead, mentor, and develop a team of Technical Support Analysts, fostering a culture of accountability, collaboration, and customer service excellence.
 * Manage day-to-day support operations, ensuring service levels and customer expectations are consistently met.
 * Act as an escalation point for complex technical and customer issues, coordinating resolution efforts across teams.
 * Monitor support performance, identify trends, and drive operational improvements to enhance efficiency and service quality.
 * Establish, maintain, and improve support processes, procedures, and knowledge management resources.
 * Partner with Product, Engineering, Operations, and Customer Success teams to address recurring issues and improve the customer experience.
 * Ensure the team is prepared to support FreedomPay's highly available, 24/7 payments platform and related technologies.
 * Support staffing, scheduling, workforce planning, and on-call coverage as needed.
 * Provide regular reporting and updates on team performance, customer issues, and operational metrics.
 * Promote a customer-first mindset while maintaining a strong focus on operational excellence and continuous improvement.


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