Technical Support Manager, Operations

Pismo Our mission at Pismo is to replace the outdated infrastructure that still powers the backend of most digital payments. We are a technology company known for our leading core banking and payment platform. Our platform provides cloud-native solutions for core banking and payments, paving the way for a new generation of more sophisticated payment solutions. We're looking for talented people to help us deliver cutting edge solutions to ensure our customers enjoy world class solutions. We started in Brazil and are now almost 600 people globally. Come and join the adventure.

Summary The Support Operations Department is responsible for monitoring and analyzing production features, efficiently resolving tickets, identifying current issues, and recommending actions to enhance the quality of our product offerings.

 As a Support Operations Manager, you will play a pivotal role in establishing and leading the support operations team. You will leverage operational discipline across the company, developing frameworks to improve operational analysis and support. Your leadership will be crucial in ensuring the effectiveness and efficiency of our support operations capabilities.

What you'll do Lead, mentor, and develop the support operations team, fostering a culture of continuous learning and improvement. Allocate resources effectively to ensure optimal team performance and manage workloads  Proactively identify and diagnose current and potential issues within production systems to minimize disruptions. Facilitate collaboration between the support operations team and other departments, such as product development, engineering, and developer experience, to ensure cohesive efforts in meeting company objectives. Work closely with engineering and development teams to communicate issues, share insights, and coordinate on implementing solutions. Establish and monitor key performance indicators (KPIs) to evaluate team performance and operational efficiency, making adjustments as necessary. Continuously evaluate and refine support processes to improve efficiency and effectiveness in handling support operations. Lead the creation, documentation, and implementation of Standard Operating Procedures to ensure consistent and efficient operations across the team Maintain comprehensive records of issues, resolutions, and system performance, providing regular reports to stakeholders. Minimum Qualifications  English C1 Prior experience in cards authorization processes, features, and services, including an understanding of industry standards. Experience in leading teams within support or operations environments, with a focus on developing team capabilities and driving performance improvements. Solid understanding of technical environments. Ability to develop and implement strategic plans that align with organizational goals and objectives. Strong decision-making skills, with the ability to analyze information, assess risks, and make informed choices based on data insights. Excellent communication skills, with the ability to convey complex technical information clearly and effectively to diverse audiences. Core Benefits Remote work Flexible hours Meal & Food vouchers  Remote work financial support Life Insurance Medical and Dental Assistance Employee child care benefit: daycare Private Pension (2x1) Vidalink partnership Day off (Birthday) Support for studying languages 50% off AWS and GCP certifications Sesc Partnership  Performance Incentive Plan  Technologies that we apply in our day Engineering  Java, Groovy and Go Automated Testing K6 (Load Testing) and Gremlin (Chaos Testing) SQL /  NoSQL Git Rest APIs and streaming data Cloud (AWS and Google) Docker and Kubernetes Codefresh & ArgoCD Grafana & Honeycomb Jira / Confluence Data AWS Services; Data Processing: Spark, Flink Python Airflow Relational databases (PostgreSQL and MySQL) Platform Engineering AWS Codefresh ArgoCD Grafana & Honeycomb Kubernetes Terraform Go, Python, and Shell Script Prometheus Istio Security SAST SCA IaC Scans Pismo is a techfin providing a cutting-edge processing platform for card issuing, digital accounts, wallets, merchant management, and other next-gen payment solutions. We currently process millions of accounts for fintechs and large banks worldwide, from Latam and expanding into European and Asian markets, who launch next generation products using Pismo's resilient and innovative infrastructure.Pismo's growing list of innovative offerings include:

Card Issuing: A fully featured platform for Visa, Mastercard, or private level issuing of credit and prepaid cards. Pismo's platform allows its customers to control everything from client acquisition to account management. Digital Banking & Wallets: Pismo provides a transaction banking core for modern digital banking experiences, from easy client acquisition to enriched cash-in / cash-out operations and internal transfers / P2P transactions. Seller Management: From the onboarding to the daily management of each seller, Pismo's platform runs a workflow process with pertinent settlement and commercial parameters for each transaction, such as MDR, clearing rules, settlement requirements, and days to pay. -- Our core values Responsibility & Commitment Responsibility and Commitment are key tenets of Pismo's business. In all of our interactions, ethics and honesty serve as guiding principles. Transparency and alignment are essential at Pismo to foster a culture of accountability where people do not take shortcuts and dare to be vulnerable. We encourage ownership and enable our employees to be a part of the solution to our challenges. Challenging the Status Quo to Drive Change Pismo is a disruptive company that knows we can't count on what got us here to get us where we want to go. Instead of following trends, our team members create them. We strive for the best solution for every situation, not the easiest. Taking the ordinary or common sense route is insufficient. This is how we affect real change. Minimum Friction Experience    Pismo's success depends on fluid, clear, and careful internal and external communication. Our solutions should address issues directly rather than causing new ones. We understand that learning and development is a positive outcome of necessary friction. We want our customers and employees to have a pleasant experience free of bureaucracy. Collective Power Pismo isn't simply mine, yours, or some other team's. All of our people have a good purpose for being here. Each of us, in our way, has the freedom to be ourselves and know we are accepted. Pismo values being a multicultural organisation. We are stronger, more efficient, and happier when we operate as a team. Delivering Value and Excellence Constant development is essential as it allows us to supply high-quality products and services while ensuring that we always bring value to our clients. Pismo recognises the importance of new information in breaking down boundaries and forging new possibilities. We pave the way and set trends by developing market-leading solutions. Focus on People People are a company's most valuable asset. That is why we prioritise attracting and hiring the best people, followed by personal and professional development. We invest in people's growth and empower them to take charge of their careers. We value work-life balance because we understand how difficult it can be to distinguish between work and life. -- Pismo is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Pismo does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age or any other basis protected by applicable laws or prohibited by company policy. Pismo also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.