Technical Support Engineer L1

Technical Support Manager [Night Shift]

Company OverviewAbout PayBito [A HashCash Group Brand]

PayBito is a global Financial Services and SaaS Platform, delivering advanced FinTech and Blockchain-based solutions to enterprises and financial institutions worldwide.

We are the world’s first Brokerage-as-a-Service (BaaS) provider, revolutionizing how businesses launch and scale Trading, Brokerage, Payments, Asset Management, and Digital Banking operations.

At PayBitoPro, we believe in innovation through diversity, leadership through collaboration, and growth through excellence. Our culture is built around empowering people, inspiring innovation, and driving impact.

Global Presence: India | UK | UAE | USA | Singapore | Australia---INSPIRED WE LEAD | UNITED WE GROW | DRIVEN WE WIN

Inspired We Lead: We challenge the ordinary, innovate constantly, and empower our people to lead with creativity.

United We Grow: We thrive on collaboration and believe that diversity drives innovation.

Driven We Win: We lead the blockchain revolution through performance, security, and service excellence.

Role Overview: Technical Support Manager [Night Shift]We are seeking a dynamic and results-oriented Technical Support Manager to lead our global support operations during night shifts.This role demands technical depth, leadership excellence, and operational agility.

You will drive customer success, manage a skilled support team, and ensure seamless resolution of critical technical issues across our SaaS ecosystem

Key Responsibilities-

• Lead, mentor, and inspire a team of Technical Support Engineers to achieve world-class service standards.
• Take ownership of critical escalations, ensuring swift and effective issue resolution.
• Define, monitor, and achieve key metrics — FTR, SLA compliance, CSAT, and team productivity.
• Establish best-in-class support workflows, leveraging automation and analytics for operational efficiency.
• Collaborate with Engineering, QA, and Product teams to drive root-cause analysis and continuous improvement.
• Build and maintain a customer-first culture, emphasizing accountability and technical excellence.
• Conduct regular performance reviews, training sessions, and process audits to elevate team performance.
• Manage global support coverage across email, chat, and voice channels during night shifts.
• Identify recurring software issues and recommend proactive solutions and product enhancements.
• Provide clear reports and insights to senior leadership on operational performance and customer feedback.

Qualifications

Must Have:

• Bachelor’s degree in Computer Science, IT, or related field
• 6–10 years of experience in Technical Support or Service Delivery, with 2+ years in a managerial capacity
• Proven expertise in Software / SaaS Technical Support.
• Strong leadership, analytical thinking, and decision-making skills
• Excellent communication and stakeholder management abilities
• Willingness to work in Night Shift (U.S. Process) — 5 Days Working, 2 Days Off

Preferred:

• Experience managing international voice and chat support teams
• Background in FinTech, SaaS products.
• Proficiency in CRM systems, ticketing tools, and performance analytics

Benefits of joining Hashcash Consultants:

• Flexible schedule
• Health insurance
• Paid sick leave
• Paid time off
• Provident Fund
• Gratuity
• Onsite opportunities
• 5 days working
• Office outings and recreational activities
• Salary processed on the 1st day of month
• Excellent incentive structure
• Performance bonus
• Speak with the Employer

+91 87772 80125

Job Type: Full-time

Pay: ₹20,000.00 - ₹25,000.00 per month

Benefits:

• Cell phone reimbursement
• Health insurance
• Internet reimbursement
• Leave encashment
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person