Syrve

L3 Support Team Manager

Syrve

full-time

Posted on:

Location Type: Remote

Location: Armenia

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About the role

  • Lead and develop the L3 support team: set goals, distribute workload, grow product and technical expertise, maintain high standards of professionalism.
  • Design and maintain structured escalation and notification flows for business, offices and partners, managing expectations and communicating impact, risks and next steps in a clear, calm and data-driven way.
  • Own investigation of the most complex incidents: understand how Syrve solutions work (architecture, integrations, data flows), drive root cause analysis and post incident reviews with sustainable fixes.
  • Build low friction collaboration with Product, Engineering, QA, DevOps and L2 teams; ensure requests to Engineering are well-structured and aligned with product direction.
  • Oversee the creation and maintenance of knowledge base articles, technical documentation, and internal guidelines.
  • Improve efficiency of L3 support using metrics (SLAs, resolution time, reopens, escalations to Engineering) and by actively adopting AI tools in support workflows.
  • Manage technical debt from the support perspective: keep visibility on legacy and hard-to-support solutions, initiate deprecation/migration decisions and promote reuse of existing capabilities.

Requirements

  • 5+ years in Technical Support / L3 Support or similar customer-facing technical roles, working with complex, distributed software systems.
  • 2+ years of team leadership experience (team lead / manager) with proven ownership of critical incidents and cross-team communication.
  • Strong understanding of software systems, APIs, databases and integrations, with readiness to dive deep into how the platform works, not just coordinate tasks.
  • Excellent communication skills: ability to structure interactions with different audiences and translate technical topics into clear business language; experience building support processes and standards.
  • Experience with ticketing and documentation tools (e.g., Jira, Confluence, Zendesk, Freshdesk or similar).
  • Fluency in English and Russian.
Benefits
  • Engaging environment with highly qualified specialists.
  • International team and multicultural work environment.
  • Compensation for English courses.
  • Gym membership reimbursement.
  • Comprehensive health insurance.
  • Paid time off and paternity leave.
  • Remote-first work format.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
L3 supporttechnical supportroot cause analysissoftware systemsAPIsdatabasesintegrationsAI toolsmetricstechnical documentation
Soft Skills
team leadershipcommunicationcollaborationproblem-solvinggoal settingprofessionalismexpectation managementcalmness under pressuredata-driven decision makingprocess improvement