Technical Support Manager - Spend

Experteer Overview In this role, you will lead the technical evolution of Perk’s Spend Customer Care, shaping a high?performing L2/L3 support function.You’ll work closely with Engineering to improve tooling, workflows, and outcomes, and coach a technically proficient team to resolve complex issues and drive product quality.The role combines hands-on debugging, incident coordination, and process automation to scale support for a fast?growing product area.You’ll be a bridge between care and engineering, influencing the roadmap with support insights.Compensaciones / Beneficios * Lead L2 customer care for the most complex escalations * Hire, coach, and grow a team of technically strong specialists * Debug production issues with the team (code paths, stack traces, databases) * Investigate logs to differentiate bugs from configuration/data issues * Own escalations between customer care and engineering/products * Drive thorough resolution with metrics like time-to-resolution and repeat-issue rates * Build tooling, runbooks, and self-service resources * Analyze ticket data, SLA/SLO performance, and escalation patterns for leadership * Coordinate incident response and translate technical impact for customers Responsabilidades * 5+ years in Technical Support, Product Support, or Engineering-adjacent roles in SaaS/tech * 2+ years of people management experience * Ability to read and reason about code (Python, JavaScript/TypeScript, Go) * Familiarity with REST/GraphQL APIs and tools (Postman, curl) * Understanding of system architecture concepts * Experience with ticketing/incident platforms (Zendesk, Jira Service Management, Intercom) * Track record of managing L2/L3 support and escalation processes * Experience collaborating with engineering teams and influencing product roadmap * Strong written and verbal communication skills Requisitos principales * Competitive compensation and equity * Generous vacation and holidays * Private healthcare or gym allowance * Life insurance * Sabbatical after 5 years * Relocation support

Compensaciones / Beneficios * Lead L2 customer care for the most complex escalations * Hire, coach, and grow a team of technically strong specialists * Debug production issues with the team (code paths, stack traces, databases) * Investigate logs to differentiate bugs from configuration/data issues * Own escalations between customer care and engineering/products * Drive thorough resolution with metrics like time-to-resolution and repeat-issue rates * Build tooling, runbooks, and self-service resources * Analyze ticket data, SLA/SLO performance, and escalation patterns for leadership * Coordinate incident response and translate technical impact for customers Responsabilidades * 5+ years in Technical Support, Product Support, or Engineering-adjacent roles in SaaS/tech * 2+ years of people management experience * Ability to read and reason about code (Python, JavaScript/TypeScript, Go) * Familiarity with REST/GraphQL APIs and tools (Postman, curl) * Understanding of system architecture concepts * Experience with ticketing/incident platforms (Zendesk, Jira Service Management, Intercom) * Track record of managing L2/L3 support and escalation processes * Experience collaborating with engineering teams and influencing product roadmap * Strong written and verbal communication skills Requisitos principales * Competitive compensation and equity * Generous vacation and holidays * Private healthcare or gym allowance * Life insurance * Sabbatical after 5 years * Relocation support