Enterprise Technical Support Manager - NAMWise • Austin, TX, US

Enterprise Technical Support Manager - NAM

Wise • Austin, TX, US

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Overview

Full-time
Compensation : USD 109,500 - USD 140,000 - yearly

Wise is a global technology company, building the best way to move and manage the world's money. Min fees. Max ease. Full speed.

Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.

As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere.

Wise Platform helps banks, software companies and large enterprises leverage Wise's infrastructure to offer their customers world class payments products through their own channels. Our partners make up some of the world's biggest banks and online platforms, such as Monzo, N26, and Google. Wise Platform is a start-up within a scale up. We're based across the world - from New York, to London, to Singapore and beyond.

Our Technical Support engineers ensure that our partners get a rapid and effective response when issues arise; from general questions about the behaviour of an API or webhook, to acting as a first-responder for a major incident. The team are experts in the Wise Platform APIs, and provide 24 / 7 coverage - based across Singapore, Tallinn, and Austin - in order to maintain the highest quality and reliability for partners' technical integrations.

The Role

We're looking for an experienced Technical Support Lead to scale our technical servicing capabilities for Wise Platform in North America. You'll lead the NAM Technical Support team based in Austin, take ownership of the tech support KPIs for the partners and team members in the region, and collaborate across the global Technical Support team to ensure rapid and always-available support for partners leveraging our APIs.

Key Responsibilities

You'll enable 24 / 7 technical escalation coverage to support critical incidents impacting Wise Platform partners; coordinating a regional team contributing to follow-the-sun global support coverage during business hours, and an emergency on-call response over weekends.

You'll organize the processes, workload, and team capacity to ensure that the team remains compliant with our SLAs for technical support, delivering on the technical support KPI for partners globally during your region's coverage times.

You'll be responsible for the health of the technical support function in NAM; coaching and mentoring your team and providing feedback on their approach, helping them make data-driven decisions, and helping them identify and solve the challenges they experience in their role.

You'll plan the growth and scaling of your team using a clear roadmap, impact, and near-term executable milestones.

You'll develop a deep expertise in the Wise API products and capabilities, and solid understanding of how Wise Platform partnerships have integrated with the solution.

You'll build strong internal and external relationships to maintain high-quality support and shape cross-functional collaboration.

We're looking for someone with

2+ years experience in a technical support leadership setting for an API product

Technical

You've been in a technical support role as both an Individual Contributor and a lead.

You're experienced in testing and debugging REST APIs; Postman and cURL are part of your toolbox.

You're confident in using logging tools like Kibana and Loki to troubleshoot issues.

You've had some exposure to major incident response.

You've been a lead for a technical support team of +4 ICs.

You have experience scaling rapid support responses in your teams, where rapid means every inbound case is acknowledged in under 15 minutes.

You have a strong understanding of common support KPIs.

You've developed and mentored ICs in your teams from entry-level positions into senior roles.

You've managed out-of-hours support rotas ensuring your team fulfils a fair balance of on-call duties.

Soft Skills

You're a strong communicator who can articulate complex technical concepts to a non-technical audience.

You have experience and willingness to be on-call outside of normal working hours.

You have strong stakeholder management and organisational skills.

Desired But Not Essential

Experience in a payments organisation.

Some coding experience, basic programming fundamentals is a plus.

Experience in API alerting / monitoring tooling.

Experience in SWIFT payment processing.

For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're proud to have a truly international team, and we celebrate our differences. Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what it's like to work at Wise visit Wise.Jobs.

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Technical Support Manager • Austin, TX, US