About the Role We are seeking an experienced Technical Support Manager to lead our technical support team. - Manage the configuration of tools such as JIRA and Zendesk. - Optimize and monitor workflows and integrations between various tools. - Develop and maintain escalation policies, shift rotation and a sense of urgency for efficient incident management. This is a key position in our organization that requires strong leadership skills, technical knowledge and excellent communication abilities. Key Responsibilities: - Guide and train the support team, implementing methodologies for area management. - Act as a point of contact between clients and internal teams, ensuring effective communication about incidents and improvements. - Identify and automate processes to improve efficiency and reduce repetitive tasks, maintaining automated workflows in Jira and Zendesk. Requirements: - Experience with ticketing platforms (JIRA, Zendesk). - Knowledge of databases (PostgreSQL, DynamoDB) and tools like Elastic Search. - Skill in creating and maintaining automated workflows and knowledge of ITIL methodologies. Benefits - Vacations and additional PTO - Remote work from anywhere - Economic support for health insurance, internet and cell phone line - We all own DEUNA, we offer stock options - Learning and development platform - Multidisciplinary, diverse and dynamic team - Growth and career path