Technical Support Manager

About The Company

Pago is the smart way to manage your payments: get them all in one app, organized by due date in one screen. #PagoApp

Who We Are

Pago is the app for household payments in Romania, and we are working towards making it a success in Poland, Italy and a few other countries during the next few years. Our users' aha moment is seeing all their bills on one screen and being able to pay them all with one confirmation.

Since launching in 2017, we’ve processed 30+ million payments worth over 1 billion EUR. Our team of 50 (soon 60+) developers, designers, marketers, support and business experts is scaling fast across multiple markets.

Now we’re looking for someone who can keep the engine running smoothly behind the scenes.

The Role

We’re looking for a Technical Support Manager who can join our team full time, acting as the bridge between our Customer Support team, our partners (banks, suppliers) and our engineering team — while directly supervising a small support team. The job is fully remote.

What You’ll Do

• Handle and resolve complex B2B support tickets (suppliers, banks)
• Diagnose issues by understanding payment flows, APIs and databases
• Decide when and how to escalate issues to engineering
• Ensure clear, timely communication with partners until resolution
• Act as internal customer advocate — no ticket left behind
• Monitor operational indicators (failed payments, unresolved issues)
• Identify recurring problems and propose permanent fixes (process / tooling / product)
• Contribute to automation — if it repeats, we fix the system, not blame people
• Collaborate closely with backend colleagues (bi-weekly rotations)
• Supervise, support and prioritize work for up to 3 support team members
  
  

What We’re Looking For

• 5+ years in Technical Support / Application Support / B2B Support
• Experience handling complex support tickets (email & phone) with partners (banks, suppliers, fintechs)

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• Strong understanding of: APIs & payment flows, Databases & logs
• Experience escalating to engineering with clear, actionable context
• Comfortable prioritizing under pressure
• Fluent English (written & spoken)
• Previous experience managing or mentoring 1-3 people is a plus
• Background in fintech / banking / ecommerce is highly valuable
  
  

Nice to have

• SQL knowledge and basic Java understanding
• Exposure to core banking integrations
• Business analysis experience
• Experience collaborating via Slack
• Technical / Cybernetics academic background
• A process automation mindset (“slow down to power up”)
  
  

Qualities We Value

• 🧠 Strong problem-solving mindset — you think in systems
• ❄️ Cool-headed under stress
• 🎯 Sharp prioritization skills
• 🤝 Know when to act independently and when to involve teammates
• 📚 Lifelong learner — open to feedback and growth

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• 🗣 Clear communicator in a remote-first environment
• 🔍 Comfortable challenging assumptions and proposing better solutions
• 🚀 Bias toward action — you learn by doing
  
  

We Make Sure You

• Receive a very competitive salary
• Are equipped with the right tools, so you can do your best work: laptop, workspace allowance, books (technical & self-development)
• Work in a friendly environment – A good vibe goes a long way even when things go the other way
• Have more than enough paid leave days; we know that being in the right state of mind brings the best results
• Grow as a professional and as a person. We'll make sure you have the space and tools to learn and grow.
• Also have fun! We organise poker nights, kart racing, hikes and other activities on which you are more than welcome to join
• Have flexibility. You have the freedom to decide when and where you work
• Get to taste and help out with choosing the Pago beer each year (yes, this implies all the fun of thinking of a new theme for the custom labels we make each year), which you will receive just before Christmas
  
  

Our Values

🌱 Humbleness: Stay grounded. Communicate with empathy.

🧘‍♂️ Blamelessness: No finger-pointing. We fix systems, not people. Bonus points if the fix is automated.

🚀 Autonomy: High ownership. Real impact. You move the needle.

💪 Resilience: We don’t quit at the first roadblock. We solve.

🌈 Good vibes: Positive, realistic, no sugar-coating.

📚 Self-learning: We grow daily. Tend to your craft. Share what you learn.

If you enjoy solving complex puzzles, working with smart engineers, and making payments work flawlessly for hundreds of thousands of users — this role might be for you.