Regional Tier 1 Tech Lead
Core
Regional Tier 1 Tech Lead handling frontline technical support, troubleshooting, and customer communication for Nayax's global cashless payment hardware and software portfolio.
Role type
Senior IC technical support lead (bilingual)
Builds
Cashless payment terminals, POS systems, and related software for retail and unattended commerce
Domain
Fintech / Payments / Hardware & Software
Deliverable
client delivery
Required skills
Technical troubleshooting, bilingual communication (Mandarin/English), ticket management, SLA adherence, escalation coordination, knowledge base maintenance
Preferred skills
Prior customer-facing technical support experience, familiarity with Zendesk/Salesforce/Jira, remote support tools
Technologies
Zendesk, Salesforce, Jira, diagnostic/remote-support tools
Responsibilities
Respond to and resolve incoming support tickets via phone, email, and chat; diagnose and guide customers through basic troubleshooting; escalate complex issues to HQ with full documentation; maintain and update internal knowledge base articles; coordinate with global teams and OEMs across time zones; meet individual SLA and quality targets.
Seniority
Senior, hands-on IC