Head of Client Technical Support

About the Company:

• A growing international fintech company with a 20-year pedigree, that provides a unified enterprise software solution for investment, general and partnership accounting and analysis.
• Clients - single and multi-family offices, fund administrators, private equity firms, and hedge funds located in 25 countries.
• Distributed team
• Company has offices in Canada and Dubai

What you will be responsible for:

• Develop, manage, train and mentor the Client Technical Support team and company’s third party technical partners.
• Determine root cause of issues and communicate appropriately to internal (R&D team) and external clients in a timely manner (per client SLA's).
• Follow up with clients to fix any technical issues with the product and of identified areas of improvement as well as proactively monitor client installations for any kind of technical issues, performance degradation and provide feedback to clients and to the R&D team.
• Take part in the solution development and solution implementation phase in terms of providing hardware requirements, technical solutions depending on the client profile. Provide technical guidance on pre-sales calls.
• Design, develop, implement new and continuously update existing company’s policies and procedures for handling client’s technical issues in order to resolve those efficiently, within an expected time frame and as much transparently for all parties as possible.
• Provide thought leadership challenging the status quo and continuously looking for new ways to enhance Client’s experience.

We expect that you have:

General skills:

• 5+ years’ experience as a Client Technical Support Manager or in a relevant position at the Software Engineering company.
• Ability to read code of the enterprise information system.
• Strong skills in systems administration, IaaS, DevOps and networking, including AWS, Docker, Linux, Windows, SFTPs, SMTP.
• EST or CET time zone: maximum 3 hours difference ahead or behind.
• Fluent English

Soft Skills:

• Team management, people development and motivation.
• Strong client management skills.
• Excellent time management and problem solving skills.
• Ability to communicate at all levels (both technical and non-technical) with clarity and precision both written and verbally.

As a plus:

• Bachelor’s degree in Computer Science, Business Administration, Management, Project Management or related field
• Strong programming skills in Java

What we offer:

• Competitive salary up to 70-85k $ per year + annual bonuses(can be discussed)
• Flexible working hours, remote work(EST or CET time zone)
• Official employment or work contract, salary in foreign currency
• Paid vacations(20 days), sick leave and holidays
• Equipment(if needed)