Syrve

Manager – L3 Tech Support Team

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.
  • Design and maintain structured escalation and notification flows for business, offices and partners.
  • Own investigation of the most complex incidents: understand how Syrve solutions work.
  • Build low friction collaboration with Product, Engineering, QA, DevOps and L2 teams.
  • 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).
  • Manage technical debt from the support perspective.

Requirements

  • 5+ years in Technical Support / L3 Support or similar customer-facing technical roles.
  • 2+ years of team leadership experience (team lead / manager).
  • Strong understanding of software systems, APIs, databases and integrations.
  • Excellent communication skills.
  • 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.
  • 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 supportsoftware systemsAPIsdatabasesintegrationsmetricsSLAsresolution timetechnical debt
Soft Skills
team leadershipcommunication