Opis:
Technical Support (API) - Team Lead
About the role: We are looking for an experienced leader to manage and guide our technical support team in delivering scalable API solutions and troubleshooting complex issues .
You will be responsible for overseeing escalations, leading a team of technical support engineers, and collaborating with engineering teams to ensure high-quality solutions.
If you have a strong background in API solutions and a passion for team leadership, we would love to hear from you!
Your daily tasks:
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Team Leadership: Manage, mentor, and develop a team of technical support engineers, setting performance goals and ensuring continuous growth.
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Escalation Management: Lead complex technical issue escalations and ensure timely, efficient resolutions in collaboration with engineering teams;
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Process Improvement: Evaluate and optimize internal processes to enhance team efficiency, quality, and customer satisfaction;
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Reporting: Generate regular performance reports and use insights to drive product improvements and enhance support operations.
What do we expect from you?
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Language: Proficiency in English (C1);
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Experience: 3+ years in technical support or engineering, with 1+ years in a leadership or management role; strong experience in managing B2B SaaS product support, especially API-based solutions.
Deep understanding of REST APIs, GraphQL APIs, and Single Sing-On (OAuth, SAML, SCIM);
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Skills: Strong troubleshooting skills using advanced tools like Chrome Dev Tools, network monitoring and error-tracking systems Expertise in API integrations, microservices architecture, and cloud technologies.
Solid knowledge of performance optimization, security protocols, and web services (HTTP, JSON, XML);
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Exceptional leadership skills with the ability to motivate, develop, and guide a technical team.
Advantages will be:
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Highly analytical and detail-oriented, with a strong ability to problem-solve and implement improvements.
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Excellent communication and interpersonal skills to build strong relationships with both the team and clients.
Working conditions:
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Type of contract you choose yourself (freelance contract for students or employment contract);
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Basic salary + bonuses;
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Work environment: Office in Warsaw, Mokotów.
What else should you know?
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Co-financing for glasses and holidays , employee referral program, vouchers for various occasions (Christmas, Children's Day, etc.);
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We offer private Medicover healthcare ;
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Multisport card available, as well as an internal Everbetter program to promote a healthy lifestyle;
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Professional development through training and cross-location cooperation at the international level.
Company Overview:
Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands.
Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.