Software Technical Support Manager

Work Type: Full Time

Thndr was founded with the dream to democratize access to investing through smart tech and human design, which is just a fancy way of saying giving anyone with a smartphone easy access to preserve and grow their wealth. At the same time, we’re promoting local investment products to propel the economies that we serve

History has shown that investing is the single greatest way to build long term wealth - but before Thndr, only a very small percentage of people had access to investing due to:

  • High barriers to entry - In the form of minimum account balances, brick and mortar onboarding and low financial literacy.

  • Irrelevant experience - Catered towards traders and financial experts, therefore alienating the majority of the population.

  • Fragmented offering - Investment products are not gathered in a single outlet.

On our short journey we’ve validated that there is a need for our solution, as illustrated by these key figures:

  • 3 million app downloads

  • $8.8bn in annualized traded value

  • #1 platform in terms of traded value 

  • 84% of our users are investing for the first time

  • 65% of our users come from outside of capital cities and have previously had limited access to financial institutions

We’re proud of how far we’ve come and the size of our impact in just a few years - but we’re just getting started and are excited for what’s to come.

It’ll take a lot of passion, bold risks, and hard work to fulfill our mission of democratizing investing in MENA and giving everyone an equal opportunity to generate and grow their wealth. 

About The Role

The Software Technical Support Manager will be responsible for overseeing the technical support team and ensuring that the company's software products are delivered with high quality and reliability. This role will involve managing the team of technical support engineers, implementing technical support strategies, and working closely with other departments to ensure that all customer inquiries and issues are resolved in a timely and efficient manner.

What You'll Do

  • Manage a team of technical support engineers, including hiring, training, and performance management.
  • Develop and implement technical support strategies and processes that align with the company's goals and objectives.
  • Work closely with other departments, such as engineering, customer experience, and product management, to ensure that customer inquiries and issues are resolved quickly and efficiently.
  • Provide technical guidance and support to the technical support team, assisting with complex issues and escalations as needed.
  • Monitor and analyze support metrics, including customer satisfaction, response times, and issue resolution rates, and identify areas for improvement.
  • Develop and maintain a knowledge base of technical support best practices, troubleshooting techniques, and product information.
  • Participate in the development of new products and features by providing feedback from customers and the technical support team.

What You'll Need

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • 6+ years of experience in technical support, with at least 2 years in a management or leadership role.
  • Experience with software application support, including troubleshooting, issue resolution, and customer communication.
  • Good technical skills, including proficiency in or a basic understanding of programming languages, databases, and operating systems.
  • Excellent communication and interpersonal skills, with the ability to effectively communicate technical solutions to non-technical stakeholders.
  • Strong problem-solving and analytical skills, with the ability to identify and resolve complex technical issues.
  • Proven ability to manage and motivate a team of technical support engineers.
  • Strong experience with support ticketing systems, customer relationship management (CRM) software, and other support tools, e.g., Freshworks or Jira Service Management.
  • Ability to work in a fast-paced, dynamic environment and manage multiple priorities simultaneously.
  • Experience with software development methodologies, such as Agile or Scrum.
  • Basic understanding of how cloud-based software solutions work.
  • Basic understanding of DevOps practices and tools, such as continuous integration and deployment (CI/CD) and infrastructure as code.
At Thndr, we’re looking for people invigorated by our mission, not just those who simply check off all the boxes. We’re looking for people that are hungry to become agents of change and that understand the huge responsibility associated with dealing with people’s money.

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