Manager of L3 Tech Support Team

About Syrve
Syrve is an all-in-one POS and restaurant management platform used by restaurants, bars, cafés, and hospitality businesses to streamline operations and improve efficiency. Designed for the fast-paced nature of the industry, Syrve helps teams work smarter and achieve stronger results through connected, high-performing technology.

About the Role

As a L3 Support Team Manager at Syrve, you’ll lead the highest level of technical support responsible for resolving the most complex product issues, ensuring system stability, and maintaining an exceptional support experience for our clients. This role blends technical expertise, communication, and leadership, giving you full ownership of high-impact escalations and cross-team collaboration.

If you enjoy solving challenging problems, communicating with both business and technical stakeholders, build clear escalation and communication processes, and leading a team that keeps mission-critical systems running smoothly — this role is a great fit.

• 5+ years in Technical Support / L3 Support or similar customerfacing technical roles, working with complex, distributed software systems.

• 2+ years of team leadership experience (team lead / manager) with proven ownership of critical incidents and crossteam communication

• Strong understanding of software systems, APIs, databases and integrations, with readiness to dive deep into how the platform works, not just coordinate tasks.

• Excellent communication skills: ability to structure interactions with different audiences and translate technical topics into clear business language; experience building support processes and standards

• Experience with ticketing and documentation tools (e.g., Jira, Confluence, Zendesk, Freshdesk or similar).

• Fluency in English and Russian

Responsibilities

• Lead and develop the L3 support team: set goals, distribute workload, grow product and technical expertise, maintain high standards of professionalism.

• Design and maintain structured escalation and notification flows for business, offices and partners, managing expectations and communicating impact, risks and next steps in a clear, calm and datadriven way

• Own investigation of the most complex incidents: understand how Syrve solutions work (architecture, integrations, data flows), drive root cause analysis and post incident reviews with sustainable fixes

• Build low friction collaboration with Product, Engineering, QA, DevOps and L2 teams; ensure requests to Engineering are wellstructured and aligned with product direction.

• Oversee the creation and maintenance of knowledge base articles, technical documentation, and internal guidelines.

• Improve efficiency of L3 support using metrics (SLAs, resolution time, reopens, escalations to Engineering) and by actively adopting AI tools in support workflows

• Manage technical debt from the support perspective: keep visibility on legacy and hardtosupport solutions, initiate deprecation/migration decisions and promote reuse of existing capabilities

We Offer

• Engaging environment with highly qualified specialists.

• International team and multicultural work environment.

• Compensation for English courses.

• Gym membership reimbursement.

• Comprehensive health insurance.

• Paid time off and paternity leave.

• Remote-first work format.