Technical Support Team Leader

About LINE Pay

LINE Pay is an integrated online and offline payment platform under LINE MAN Wongnai and LINE Thailand, following the acquisition in August 2023. LINE Pay offers seamless payment services, including an easy and secure digital wallet, and quick on-the-go payment options for purchases, money transfers, or top-ups. LINE Pay services can be utilized within public transportation, for purchasing goods and services from partner brands, as well as for various utility bill payments. We develop large-scale services that operate across various platforms such as PC, mobile web, and web apps, using optimal tech stacks and collaborating globally. We are looking for a Technical Support Team Lead to spearhead our Technical Support Operations for LINE Pay.

What you’ll do:

• Provide expert level 2 technical support for various LP products to customers and internal partners.
• Work with all stakeholders to enhance customer support experiences.
• Define, monitor, and report on key performance indicators (KPIs) such as First Response Time, Root Cause Analysis and SLA compliance rates.
• Own the end-to-end Incident Management process including lead Post-Mortem analyses to identify systemic weaknesses and prevent recurring incidents.
• Act as the primary Technical Support PIC for Product Managers, Engineering Leads and all parties.
• Lead, mentor, and coach a team of Technical Support Specialists. Manage shift rotations, performance reviews, and professional development.
• Strategy Lead for the internal Knowledge Base to ensure that troubleshooting articles are high-quality, up-to-date, and effectively reduce the learning curve for new hires.

What you’ll need:

• Proven experiences in Application Support, DevOps, or SRE team.
• Logical problem solver who is self-motivated and a strong contributor within a team.
• Proactive, initiative, and willing to learn new things.
• Ability to work in a fast-paced environment and still be able to maintain quality of work.
• Solid understanding of operating systems, networks, and databases (knowledge of any programming language is a plus).
• Familiarity with troubleshooting and monitoring tools (Kibana, Grafana) are a plus.
• Experience with API Troubleshooting or API Support is a plus.
• Experience in a customer service environment and having outstanding Customer Service skills thorough knowledge of incident/problem/change processes.
• Experience with e-wallet or payment would be an advantage.
• Ability to communicate effectively both verbally and in writing with customers and colleagues at all levels of technical and non-technical skill sets.
• Good written and verbal communication skills in English.
• Ability to partner with business and technology stakeholders to successfully deliver projects or resolutions to customer concerns.