Technical Support Manager

Lead technical support for fraud prevention customers.

We are looking for an experienced Technical Support Manager to lead and mentor a team of technical support specialists serving SMB, mid-market, and enterprise customers.

You’ll be responsible for maintaining high-quality customer service, managing escalated issues, and improving support processes. This role plays a crucial part in customer satisfaction and operational efficiency while working with businesses that rely on IPQS fraud prevention, risk intelligence, and validation tools.

What you’ll do

• Lead and develop a team of technical support specialists while fostering a culture of excellence and continuous improvement.
• Oversee daily operations to ensure customer issues are resolved effectively and on time.
• Manage escalated customer issues and coordinate cross-functionally to reach resolution.
• Analyze support metrics to identify process-improvement opportunities and implement solutions.
• Ensure customer interactions are professional and consistently improve customer satisfaction.
• Conduct regular team meetings and training sessions to keep the team current on new products and technologies.
• Collaborate with other departments to align support strategies with business objectives.
• Maintain comprehensive documentation of support processes and best practices.
• Own support tooling and metrics, including ticketing-platform administration, internal and customer-facing knowledge bases, and reporting on SLA, first-response, and CSAT performance.

What you’ll bring

• Five or more years of technical support or similar B2B customer-facing experience.
• Two or more years as a team leader or manager in technical support or customer service.
• Demonstrated experience supporting SMB, mid-market, and enterprise customer profiles.
• Strong leadership and communication skills, including the ability to motivate and guide a team.
• REST API fluency and hands-on debugging, including the ability to read, replicate, and troubleshoot customer API calls, parse JSON responses, interpret HTTP status and error codes, and test with cURL or Postman.
• JavaScript and SDK debugging ability, including browser debugging tools, network-waterfall inspection, and CORS and CSP troubleshooting.
• Fraud-scoring and threat-intelligence knowledge, including the ability to explain risk scores, guide customers through custom rules, allowlists, and blocklists, and handle false-positive disputes involving legitimate users.
• Familiarity with third-party and enterprise integration troubleshooting, including SIEM and data-pipeline connectors, threat-intelligence feed delivery, bulk or batch processing, and common ecommerce or payment-platform plugins.
• Experience with support tools and ticketing systems such as Zendesk, Jira Service Management, or similar platforms.
• Excellent problem-solving skills, strong organization, and the ability to handle multiple priorities and challenging situations effectively.
• A bachelor’s degree in Information Technology, Computer Science, or a related field.

Extra points for

• Proficiency with Windows, macOS, and Linux operating systems.
• Knowledge of large-scale social engineering attacks and secrets management.
• Experience building or maintaining a web server or application backend.
• A high-level understanding of compliance, GDPR, and related laws and regulations.
• Docker, Docker networking, and Docker deployment experience. Kubernetes experience is also helpful.
• The ability to read JavaScript, PHP, Python, or Java.
• Understanding of IPQualityScore APIs, frameworks, or other utilities.

Pay and benefits