Manager of L3 Tech Support Team

Syrve is hiring a Manager of L3 Tech Support Team to lead the highest level of technical support for complex product issues, system stability, and escalations. The role combines technical expertise, leadership, process building, and cross-team collaboration in a remote-first environment.

Lead and develop the L3 support team, design escalation and notification flows, investigate complex incidents, drive root cause analysis and post-incident reviews, collaborate with Product, Engineering, QA, DevOps, and L2 teams, maintain technical documentation, and improve support efficiency through metrics and AI tools.

5+ years in technical support, L3 support, or similar technical customer-facing roles, 2+ years of team leadership experience, strong understanding of software systems, APIs, databases, and integrations, experience with ticketing/documentation tools such as Jira, Confluence, Zendesk, or Freshdesk, and fluency in English and Russian.

Syrve is a global provider of restaurant management and point-of-sale (POS) software solutions designed to optimize operations across the hospitality industry. The company delivers end-to-end tools covering order management, inventory control, staff scheduling, analytics, and customer engagement.

Syrve’s platform integrates front-of-house and back-of-house operations into a unified system, enabling restaurant owners and chains to increase efficiency, reduce costs, and improve service quality. The company supports restaurants of various sizes, from independent venues to multi-location chains.