Support Manager

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November 14

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Sensedia

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API • SaaS • Fintech

Sensedia is a leading company in the API management industry, recognized by The Forrester Wave™ for its innovative solutions. Sensedia specializes in enabling businesses to streamline and optimize their digital experiences through efficient API management, integration flows, and microservices. Their platform supports a wide range of industries, including Artificial Intelligence, Banking & Financial Services, E-commerce & Retail, and Insurance & Risk Management. Sensedia offers a robust suite of tools and services such as API Management Platform, Service Mesh, API Adaptive Governance, Open Banking, and Integrations, which are designed to help businesses leverage modern technology to innovate and drive growth. With over 15 years of experience, they provide expert services to enhance API strategies, ensuring secure, scalable, and flexible architecture solutions.

501 - 1000 employees

Founded 2007

🔌 API

☁️ SaaS

💳 Fintech

💰 Private Equity Round on 2021-05

📋 Description

• Lead Sensedia's technical support operation, ensuring excellence in customer service and efficiency in resolving incidents and requests related to API Management, Integration and Open Finance solutions. • Manage the Technical Support team, ensuring high performance, engagement and continuous development of team members. • Ensure compliance with SLAs, KPIs and quality standards defined by Sensedia. • Coordinate the resolution process for critical incidents, acting as the technical and managerial escalation point. • Collaborate with Engineering, Operations and Customer Success teams. • Implement and optimize support and incident/crisis management processes. • Monitor performance indicators and propose improvements. • Lead initiatives for automation, documentation and enhancement of the knowledge base. • Conduct alignment meetings with strategic customers.

🎯 Requirements

• Solid experience leading technical support teams or service operations in complex environments. • Strong knowledge of integration technologies, APIs, cloud and observability. • Skilled in crisis management, clear communication and results orientation. • Experience managing SLAs, operational metrics and ITSM tools. • Collaborative, resilient and customer-experience-focused profile. • Knowledge of ITIL or agile methodologies is desirable. • Advanced English (Spanish is a plus).

🏖️ Benefits

• Meal and food allowance (Flash benefits card) • Health insurance • Dental insurance • Life insurance • Profit-sharing / Performance bonus (PPR) • TotalPass • Childcare assistance • Well-Being Program (for physical and mental health) • Corporate University (our #SensediaAcademy) • Various development tracks • Cultural and educational partners with special discounts • Extended maternity and paternity leave • Flexible work model