Support Team Lead

Mize is a dynamic Fintech-travel startup headquartered in Tel Aviv, with a global presence in Argentina, Spain, the UK, the US, and India. Leveraging cutting-edge technology, Mize addresses evolving challenges in the travel industry, generating an impressive $12 Billion in sales annually. As a pioneer in the field, we are committed to delivering real financial value to our extensive network of clients.

We are looking for a Tech Support Team Lead that will lead our tech-support team, will work closely with our operations team on our flag product maintenance and daily operations while assisting the entire R&D team. Each member of our team is an all-around-player that influences the product from the overall experience to the development, and you'll be no different. You should be passionate about building a product end-to-end, through the UX, design, coding, testing, and deployment phases.

Responsibilities:

• Supervise, coach, and mentor a team of technical support specialists.
• Perform in-depth troubleshooting, including DB analysis, reading system logs, and debugging product code to identify and solve complex support issues that were escalated by other support levels.
• Maintain a low rate of non-bug escalations to the development team.
• Write technical notes and troubleshooting procedures to be used by the entire Support.
• Manage assigned cases to meet service level agreements, while continuously providing updates to the business.
• Ongoing support and working closely with the business teams throughout the company.

Requirements:

• 1+ years’ experience in technical support \ deployment \ system leadership role
• Experience with System log analysis
• Experience with Zendesk
• Creative troubleshooting abilities
• Ability to understand flows and provide creative technical solutions
• Proficiency in English (written and verbal) - Must
• Ability to comply with tight deadlines and self-prioritize
• Multi-tasking, self-learning, highly motivated and a team player
• Experience working in the Travel Industry - advantage