Tech 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