Emea Saas Support Lead - Technical Escalations

Emea Saas Support Lead - Technical Escalations
Lisboa
Lisboa, Lisboa, Portugal

At, we've created the world's leading smart locker solution. Solving online deliveries by enabling everyone to participate easily, reducing delivery costs and making them more sustainable.

We're quickly expanding, and after growing at 1000% for three years in a row, we're now the
- growing Smart Locker company in the world and one of the fastest growing
- ups in Europe.

We are in search of a Technical Support Manager to join our innovative team as our new #bloqstar. In this role, you will lead 's "Specialized Technical Support" an
- specialized team responsible for
- dive investigations, proactive monitoring, and advanced (L3) escalations. You will ensure swift incident response for critical issues, reduce overall downtime, and collaborate closely with Engineering, Product, and other support teams.

What you'll be doing:

• Lead a team of Technical Support Specialists, ensuring ALL issues are swiftly resolved or escalated;
  
  
  
  
• Act as the primary technical point of contact for customers, bridging the gap between client needs and engineering teams.
• Act as a Product & Service Expert, identifying training needs, documentation gaps, and proccess improvement opportunities.
• Develop and improve processes to streamline services, ensuring scalability and efficiency;
  
  
  
  
• Work with the Monitoring Specialist to define KPIs, set up alerts, and track potential issues across the locker network;
  
  
  
  
• Analyze recurrent issues, evaluate their impacts, and provide feedback insights.
• Oversee complex investigations in partnership with Product/Engineering teams.

What you'll bring to the table:

• 5+ years of experience in a technical role, such as Support Engineer, Implementation Manager, Solutions Engineer, or a related field;
  
  
  
  
• Strong technical expertise, with a proven ability to understand and explain complex systems, including APIs, System integrations, and Cloud Infrastructures;
  
  
  
  
• Proven abilityto work in
  - facing roles, with excellent communication and
  - solving skills;
  
  
  
  
• Demonstrated expertise in creating and improving processes from scratch;
  
  
  
  
• Capability to work collaboratively with
  - functional teams;
  
  
  
  
• Strong
  - solving skills and proficiency in managing multiple priorities in a
  - paced environment;
  
  
  
  
• Exceptional communication and interpersonal skills;
  
  
  
  
• Fluent in English and Portuguese (written and spoken).

It would be great if you would also have:

• Experience with Io
  T, AWS, Ticketing, Mongo
  DB, python, javascript.

Why join us?

• The opportunity to join our Ops - Support team and play a pivotal role in driving efficient issue resolution, proactive monitoring, and continuous process improvements while contributing to innovative solutions that redefine 's revolution in the smart locker industry ;
  
  
  
  

• A dynamic and
  - paced work environment with a culture of innovation, collaboration, and continuous learning ;
  
  
  
  

• Competitive salary and flexible benefits package, tailored to your experience and skills ;
  
  
  
  

• Eligibility for
  - based bonus, tied to your results and designed to reward your impact ;
  
  
  
  

• Work how you work best - we offer a
  - friendly policy and flexible hours so you can stay productive and keep life balanced ;
  
  
  
  

• Portuguese Health Insurance ;
  
  
  
  

• Unlimited days off (subject to manager approval).

Ready to join the revolution?