Technical Support Team Leader (LINE Pay)

What you’ll do:

• Provide expert level 2 technical support for various LP products to customers and internal partners.
• Work with all stakeholders to enhance customer support experiences.
• Define, monitor, and report on key performance indicators (KPIs) such as First Response Time, Root Cause Analysis and SLA compliance rates.
• Own the end-to-end Incident Management process including lead Post-Mortem analyses to identify systemic weaknesses and prevent recurring incidents.
• Act as the primary Technical Support PIC for Product Managers, Engineering Leads and all parties.
• Lead, mentor, and coach a team of Technical Support Specialists. Manage shift rotations, performance reviews, and professional development.
• Strategy Lead for the internal Knowledge Base to ensure that troubleshooting articles are high-quality, up-to-date, and effectively reduce the learning curve for new hires.

What you’ll need:

• Proven experiences in Application Support, DevOps, or SRE team.
• Logical problem solver who is self-motivated and a strong contributor within a team.
• Proactive, initiative, and willing to learn new things.
• Ability to work in a fast-paced environment and still be able to maintain quality of work.
• Solid understanding of operating systems, networks, and databases (knowledge of any programming language is a plus).
• Familiarity with troubleshooting and monitoring tools (Kibana, Grafana) are a plus.
• Experience with API Troubleshooting or API Support is a plus.
• Experience in a customer service environment and having outstanding Customer Service skills thorough knowledge of incident/problem/change processes.
• Experience with e-wallet or payment would be an advantage.
• Ability to communicate effectively both verbally and in writing with customers and colleagues at all levels of technical and non-technical skill sets.
• Good written and verbal communication skills in English.
• Ability to partner with business and technology stakeholders to successfully deliver projects or resolutions to customer concerns.