Technical Support Manager

Ebury is a leading global fintech company that empowers businesses to trade and grow internationally. It offers a comprehensive suite of products, including international payments and collections, FX risk management, trade finance, and API integrations. Founded in ** by Juan Lobato and Salvador García, Ebury is one of the fastest-growing global fintechs, with over 1,700 employees and 38 offices in more than 25 countries.Technical Support ManagerEbury Madrid Office - Hybrid: 4 days in the office, 1 day working from homeThe Role:We are seeking an experienced Technical Support Manager to join our team. In this role, you will be leading a global team of Technical Support Engineers, providing guidance, training, and performance evaluations. You will oversee the daily operations of the technical support team, ensuring efficient and effective issue resolution. Additionally, you will develop and implement processes and procedures to enhance the quality and efficiency of technical support services.What we offer:Competitive salary and benefits packageDiscretionary bonus based on performanceContinued personal development through training and certificationWe are Open Source friendly, following Open Source principles in our internal projects and encouraging contributions to external projectsResponsibilities:Manage and mentor a global team of Technical Support Engineers, providing guidance, training, and performance evaluations.Oversee the daily operations of the technical support team, ensuring efficient and effective issue resolution.Develop and implement processes and procedures to improve the quality and efficiency of technical support services.Proactively define and maintain the team’s technical roadmap, partnering with Product to prioritize features and ensure feasibility.Collaborate with cross-functional teams to resolve complex technical issues and improve product quality.Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and track team performance.Participate in the recruitment and onboarding of new technical support engineers.Stay up-to-date on industry best practices and emerging technologies.Understand and be able to influence the product and technical roadmap.Be accountable for the reliability, availability, and security of the systems.About You:Proven experience (3+ years) managing a technical support team in a fast-paced, technology-driven global environment.Strong technical background.Strong understanding of technical support processes and methodologies.Excellent leadership, communication, and interpersonal skills.Ability to motivate and inspire a team to achieve high levels of performance.Strong problem-solving and analytical skills.Experience working with ticketing systems and other support tools.Familiarity with Agile methodologies and software development processes.If you’re excited about this job opportunity but your background doesn’t match exactly the requirements in the job description, we strongly encourage you to apply anyway. You may be just the right candidate for this or other positions we have.#LI-CG1About UsEbury is a FinTech success story, positioned among the fastest-growing international companies in its sector.Founded in **, we are headquartered in London and have more than ** staff with a presence in more than 25 countries worldwide.Cultural diversity is part of what makes Ebury a special place to be. From Sao Paulo to Dubai, Bucharest to Toronto, we enjoy sharing team experiences and celebrating success across the Ebury family.Hard work pays off: in **, Ebury received a £350 million investment from Banco Santander and has won internationally recognised awards including Financial Times: ** Europe’s Fastest-Growing Companies.None of this would have been possible without our proudest achievement: our great people. Enthusiastic, innovative and collaborative teams, always ready to disrupt and revolutionise the fast-paced FinTech sector.We believe in inclusion. We stand against discrimination in all forms and have no tolerance for the intolerance of differences that makes us a modern and successful organisation. At Ebury, you can be whoever you want to be and still feel a sense of belonging no matter your story because we want you and your uniqueness to help write our future.Please submit your application on the careers website directly, uploading your CV / resume in English.

Proven experience (3+ years) managing a technical support team in a fast-paced, technology-driven global environment. Strong technical background. Strong understanding of technical support processes and methodologies. Excellent leadership, communication, and interpersonal skills. Ability to motivate and inspire a team to achieve high levels of performance. Strong problem-solving and analytical skills. Experience working with ticketing systems and other support tools. Familiarity with Agile methodologies and software development processes.

Ebury is a leading global fintech company that empowers businesses to trade and grow internationally. It offers a comprehensive suite of products, including international payments and collections, FX risk management, trade finance, and API integrations. Founded in ** by Juan Lobato and Salvador García, Ebury is one of the fastest-growing global fintechs, with over 1,700 employees and 38 offices in more than 25 countries., Ebury is a FinTech success story, positioned among the fastest-growing international companies in its sector. Founded in **, we are headquartered in London and have more than ** staff with a presence in more than 25 countries worldwide. Cultural diversity is part of what makes Ebury a special place to be. From Sao Paulo to Dubai, Bucharest to Toronto, we enjoy sharing team experiences and celebrating success across the Ebury family. Hard work pays off: in **, Ebury received a £350 million investment from Banco Santander and has won internationally recognised awards including Financial Times: ** Europe’s Fastest-Growing Companies. None of this would have been possible without our proudest achievement: our great people. Enthusiastic, innovative and collaborative teams, always ready to disrupt and revolutionise the fast-paced FinTech sector. We believe in inclusion. We stand against discrimination in all forms and have no tolerance for the intolerance of differences that makes us a modern and successful organisation. At Ebury, you can be whoever you want to be and still feel a sense of belonging no matter your story because we want you and your uniqueness to help write our future. Please submit your application on the careers website directly, uploading your CV / resume in English.