Technical Support Manager at Novakidschool | Torre

Technical Support Manager

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Full-time

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Remote (anywhere)
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Emma of Torre.ai
12 days ago

Responsibilities


Novakid is an English language school for children 4-12 years old, which allows children to remotely learn a foreign language according to a teaching program that meets European CEFR standards on an equal footing with their English-speaking peers (Novakid teachers are native speakers from the US, UK, and other countries). We are an advanced IT company of 450+ professionals.We’re looking for a Technical Support Manager to join our eam.What you’ll doHandle incoming requests and incidents from support agentsInvestigate, reproduce, and troubleshoot technical issues; resolve them when possible or escalate them to the appropriate teamSpot recurring problems and patterns and push for product or process improvements to address themMaintain an internal knowledge base with answers and solutions for the Level 1 Support teamPrepare reports and keep teammates informed about technical issues and trendsIdentify opportunities to reduce repetitive support requests through automationWhat we offerRemote work. We are very good at it40 hours per weekWorking hours: 9:00 AM – 18:00 PM (Istanbul time);RequirementsAt least 1 year of experience in a similar Level 2 Technical Support role, supporting a large user base (1,000+ users) of a widely used productConfidence working with admin panels, billing systems, and back-office tools — you can navigate an unfamiliar interface and find answers independentlyEnglish proficiency at B2 level or higher (written and spoken)Strong motivation to grow professionally in technical support, with an interest in developing skills in automationAnalytical, evidence-driven approach to troubleshooting: you check logs and system data before drawing conclusionsPractical experience using AI assistants in your daily work, with an interest in prompting and AI-driven support automationNice to haveExperience working in a team environmentExperience reading logs from technical systems (e.g., Nginx, Kibana, or similar tools)Basic SQL knowledge or experience with BigQuery, Metabase, or similar reporting tools