Team Lead Technical Support

This is Adyen

Adyen provides payments, data, and financial products in a single solution for customers like Meta, Uber, H&M, and Microsoft - making us the financial technology platform of choice. At Adyen, everything we do is engineered for ambition. 

For our teams, we create an environment with opportunities for our people to succeed, backed by the culture and support to ensure they are enabled to truly own their careers. We are motivated individuals who tackle unique technical challenges at scale and solve them as a team. Together, we deliver innovative and ethical solutions that help businesses achieve their ambitions faster.

We recently solidified our initial presence in Bengaluru. In this new office we are looking to build highly skilled and autonomous teams that drive innovation and out-of-the-box thinking, all while working together with teammates worldwide to create real change on a massive scale.

Team Lead, Technical Support

As a Technical Support Team Lead, based in Bengaluru , you will lead a team that operates as a first interface with Adyen’s merchants across the globe. You will guide the Technical Support team to directly work with a variety of other Adyen teams across the technology, commercial and operational sphere to deliver the merchant support model. The service Adyen Technical Support team provides to the merchant has a direct impact on their ability to take payments and further grow their business.

Your team is extremely merchant-focused, highly motivated, and thrives on shared success.  You will be part of an international team with diverse backgrounds and skill sets. With Adyen being a 24/7 business we operate across time zones using a follow the sun principle. The extensive payments knowledge of the team is the most valuable aspect both to our merchants and our internal teams.

What you’ll do

• Set up with the help of our recruitment business partners and your global peers a team of  talented Technical Support Engineers who can contribute to Adyen and our merchants’ growth, and are a strong fit to our Adyen formula.
• Lead the team that is a key source of knowledge on the Adyen platform and APIs, the underlying technology stack, and industry-standard integration methods and best practices.
• Coach and mentor members of the team to excel at resolving technical challenges for Adyen’s merchants and grow their careers.
• Define and clearly communicate objectives and goals for the Support team.
• Track team progress and success using KPIs and data sets. Feed this back to the team to drive performance and efficiency. 
• Deal with merchant and senior management escalations across a variety of issues. 
• Be an integral part of the global support strategy.
• Define how to best structure the Bengaluru Technical Support team with shift planning and weekend coverage. 
• Develop a culture where training and development are part of the team, identify actions and work with trainers to ensure the skills and knowledge are cultivated effectively.

Who you are

• You are a people leader, and have a minimum of 5 years experience leading and developing technical teams.
• You are able to develop and lead a local Bangalore team and understand how to operate in a global support function whilst representing regional nuances. 
• You are innovative, with strong problem-solving capabilities and able to define robust processes and procedures.
• You are able to serve as an escalation point for varied technical support requests and challenges.
• You are able to balance commercial requests with the technical support global strategy.
• You have an affinity with internet technologies and knowledge of technical processes (think SQL / HTML / JavaScript / PHP / Java / Scripting).
• Payments or Fintech experience is not required, but you must be able to communicate your enthusiasm for the space.
• Able to organize team’s rotation to ensure shift coverage according to workload patterns. 
• Flexible to work weekends and public holidays as needed, with a focus on leading by example and promoting a positive work environment.
• You have strong written and verbal communication skills.
• Must be willing to travel globally where required.

Our Diversity, Equity and Inclusion commitments 

Our unique approach is a product of our diverse perspectives. This diversity of backgrounds and cultures is essential in helping us maintain our momentum. Our business and technical challenges are unique, and we need as many different voices as possible to join us in solving them - voices like yours. No matter who you are or where you’re from, we welcome you to be your true self at Adyen. 

Studies show that women and members of underrepresented communities apply for jobs only if they meet 100% of the qualifications. Does this sound like you? If so, Adyen encourages you to reconsider and apply. We look forward to your application!

What’s next?

Ensuring a smooth and enjoyable candidate experience is critical for us. We aim to get back to you regarding your application within 5 business days. Our interview process tends to take about 4 weeks to complete, but may fluctuate depending on the role. Learn more about our hiring process here. Don’t be afraid to let us know if you need more flexibility.

This role is based out of our Bengaluru office. We are an office-first company and value in-person collaboration; we do not offer remote-only roles.