Trustly

Second Line Team Lead – Manager

Trustly

full-time

Posted on:

Location Type: Hybrid

Location: Stockholm • Sweden

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Job Level

Senior

Tech Stack

SQL

About the role

  • Lead and support a team of Senior and Technical Support Agents
  • Be hands-on with complex technical cases and ticket escalations
  • Investigate recurring or systemic issues and drive them to resolution
  • Act as a key stakeholder during technical incidents, joining incident calls and supporting coordination and communication
  • Collaborate closely with Product Managers to provide customer and support insights into bugs, improvements, and prioritization
  • Build strong relationships with Engineering teams to ensure issues are routed and handled efficiently
  • Contribute to documentation, processes, and ways of working that improve long-term product stability
  • Take ownership of reducing repeat issues and improving overall product health

Requirements

  • You have experience working in technical support, ideally in a B2B or fintech environment
  • You’re comfortable collaborating closely with 1st line Support and technical teams to troubleshoot and resolve intricate technical issues related to API integrations & logs, SFTP processes, and SQL databases. This includes actively researching technical solutions and proposing effective resolutions.
  • You’re a strong problem-solver who takes ownership from investigation through resolution
  • You communicate clearly and can translate technical issues into actionable input for Product and Engineering teams
  • You’re comfortable working in a fast-paced, changing environment with multiple stakeholders
Benefits
  • 20 to 30 days of holiday to support a healthy work-life balance
  • Monthly team outing allowance to enjoy social events with your colleagues
  • Parental leave top-up additional support for new parents
  • Daily breakfast and on-site perks to make your workday smoother
  • Well being support our health allowance covers gym memberships, massages, and much more to help you feel your best
  • PLUS additional benefits designed to enhance your work-life experience!
Applicant Tracking System Keywords

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

Hard Skills & Tools
API integrationsSFTP processesSQL databasestechnical supportproblem-solvingticket escalationsincident managementdocumentationtroubleshootingtechnical solutions
Soft Skills
collaborationcommunicationownershiprelationship buildingstakeholder managementadaptabilityinsight generationprocess improvementcustomer focusteam leadership