Support Engineer Manager

Support Engineer Manager

The world is moving towards instant digital payments and TabaPay is leading the way. We help thousands of Fintechs in the US and Canada instantly move money in and out of accounts and we are actively expanding into other countries. Our customers represent the hottest verticals in the financial service industry such as neobanks, challenger brokers, gaming and wallets. TabaPay is a highly profitable rocketship that processes billions of dollars each year.

We are seeking a talented and driven Support Engineer Manager to lead a team of support engineers. In this role, you'll be responsible for both people management and technical delivery—balancing leadership, mentorship, and execution. You'll work closely with product, design, and other engineering leaders to ensure your team delivers impactful software solutions aligned with business goals.

You'll need to be comfortable:

• Working in a fast paced environment
• Delivering quick, articulate, and accurate responses to customers
• Enjoy challenges and troubleshooting issues
• Coding to APIs.

You will also need to care deeply about your team, their skills, and their career development. The role entails:

• Monitoring Slack channels for technical questions from clients.
• Developing a process for triaging work amongst yourself and your team.
• Management of a technical support team, including skills development and performance management
• Operational control, shift scheduling, accountability for key performance indicators (KPIs)
• Ensures that all customer cases are responded to within the SLA, and in a professional manner
• Act as the customer escalation contact, and ensure that such escalations are addressed appropriately
• Accountability for customer satisfaction
• Contribution to the support knowledge base
• Continuous improvement to the team's processes and support service delivery
• Hire, develop and train support team to match business requirements
• Handling all client inquiries with appropriate care and urgency.
• Open to learning

What are we looking for in you:

• Ability to code to APIs
• Leadership experience, and preferably team management experience
• Confidence under pressure, with proven track record of high customer focus
• Preferably fluent in two languages, English being primary one
• Excellent communication skills (verbal and written)
• Software development experience
• Experience in working in support organizations

The base pay for this position is $150,000; however, base pay offered may vary depending on job-related knowledge, skills, and experience. In addition to a full range of medical, financial, and/or other benefits, dependent on the position offered. This position is located in our Palo Alto, CA HQ.

TabaPay offers the following benefits:

• 100% employer-paid health care insurance including medical, dental, vision, and life insurance (for employee only)
• Employer 401K Matching
• Generous and Flexible PTO

EEO Employer: TabaPay is an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or any other protected classification.