Head of Technical Support

The Open Platform

We re looking for an experienced Head of Technical Support to lead our L2 support function. You will ensure fast, safe, and high-quality resolution of complex user issues while building scalable processes and diagnostics across the support organization. This role is critical for maintaining operational stability as Wallet continues to scale to hundreds of millions of users.

Responsibilities:

• Lead and manage the L2 technical support team (10 15 specialists), including task management, coaching, regular 1:1s, quality reviews, professional development and burnout prevention.
• Establish and improve L2 operational processes including triage, prioritization, escalation rules to Engineering, response standards, SLA management, and backlog handling during peak loads.
• Maintain end-to-end ownership of complex support cases including deposits, withdrawals, payment flows, transaction status discrepancies, limits, blocks, verification checks, and user claims.
• Act as the primary operational interface between Support and Engineering, Product, Risk and Compliance teams.
• Translate complex support tickets into structured bug reports with clear reproduction steps, logs and technical context.
• Coordinate prioritization of technical issues with internal teams and ensure solutions are delivered back to the support queue efficiently.
• Participate in incident management from the L2 side, including early detection of incidents through queue signals, defining the initial scope, coordinating communication and collecting technical evidence.
• Contribute to RCA and post-mortem processes and ensure follow-up action items are implemented within the support organization.
• Hire and onboard L2 support specialists including profile definition, interviews, technical assessment and structured onboarding processes.
• Build and maintain internal knowledge bases, troubleshooting guides and response macros.
• Continuously improve support metrics including resolution time, first response speed, escalation rate, diagnostic quality and recurring issue reduction.

Requirements:

• 2+ years of experience leading or mentoring technical support or operations teams.
• 3 5+ years of experience in L2 technical support, Support Engineering, or Production Support environments.
• Strong SQL skills for real production diagnostics including joins, CTEs, aggregations and transaction investigation.
• Ability to analyze data and system states to validate hypotheses and troubleshoot complex issues.
• Experience working with logs and tracing systems such as Grafana or Sentry.
• Understanding of APIs and service-based architectures.
• Practical understanding of production systems including retries, queues, idempotency, partial failures, timeouts and high-load patterns.
• Familiarity with observability tools including logs, metrics and traces.
• Understanding of crypto or fintech transaction flows including deposits, withdrawals, confirmations, network delays and on-chain vs off-chain states.
• Knowledge of basic risk and compliance scenarios in financial products.
• Strong communication and conflict management skills when working with difficult user cases or cross-team priorities.
• English proficiency at B2 level or higher for documentation, written communication and meetings.