Technical Support Team Lead

About Wenrix

Wenrix is the next generation of airfare optimization.

We are a young and fast-growing startup in the fields of fintech for travel companies.

Our AI-driven smart prediction technology helps our customers generate new revenue streams from their air volume. By using our products, we can ensure that tickets are issued at the best possible time and at the best price

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What Will You Do?

The Technical Support Team Lead, is a dynamic position that requires the ability to work cross functional within the company.The lucky candidate will work closely with all of the technical internal functions (Solution Architects, Customer Success, Product Managers, R&D etc.) to ensure customer satisfaction.

-Take the existing infrastructure of the Support to the next level (monitoring, improve efficiency, improve processes etc.)

-Maintain a close working relationship with various teams across the organization (R&D, Product, Sales and Ops) in order to address any issue that is brought up by our customers

-Assist Wenrix’s customers and partners with their technical issues while maintaining an organized and transparent support process – all the way from the initial understanding of the issue, through thorough investigation and until reaching a full resolution

-Maintain a strict SLA, to provide the quickest and most efficient resolution while making sure that the right escalation procedure is applied in a timely manner

-A customer-first attitude – providing exceptional service while getting to the root cause of things

-Act as a product expert, identify areas of improvements and enhancements based on your knowledge, experience and customer feedback

-Sense of ownership – will be the first contact of support and have the mind-set of working in flexible hours

What You Bring

-3+ years of B2B Technical Support (Tier 3 or 4) experience, preferably in a growing start-up.

‍-Strong technical troubleshooting skills (familiarity with basic SQL, Bash scripting, reading logs, working with Linux CLI).

‍-Experience working with Support systems (Jira service desk and/or equivalent products) and knowledge of best practice of the entire support cycle.

‍-Excellent verbal and written communication skills in English.

‍-Service orientated person who can provide exceptional service to a large range of different customers.

‍-Ability to work independently and consistently improve processes.

‍-Experience building the Support function from scratch in a start-up – Big Advantage

‍-Bachelor’s degree in a relevant technical field - Advantage