Technical Support Manager

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 do

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Handle incoming requests and incidents from support agents

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Investigate, reproduce, and troubleshoot technical issues; resolve them when possible or escalate them to the appropriate team

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Spot recurring problems and patterns and push for product or process improvements to address them

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Maintain an internal knowledge base with answers and solutions for the Level 1 Support team

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Prepare reports and keep teammates informed about technical issues and trends

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Identify opportunities to reduce repetitive support requests through automation

What we offer

- Remote work. We are very good at it

- 40 hours per week

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Working hours: 9:00 AM – 18:00 PM (Istanbul time);

Requirements
Requirements

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At 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 product

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Confidence working with admin panels, billing systems, and back-office tools — you can navigate an unfamiliar interface and find answers independently

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English proficiency at B2 level or higher (written and spoken)

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Strong motivation to grow professionally in technical support, with an interest in developing skills in automation

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Analytical, evidence-driven approach to troubleshooting: you check logs and system data before drawing conclusions

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Practical experience using AI assistants in your daily work, with an interest in prompting and AI-driven support automation

Nice to have

- Experience working in a team environment

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Experience reading logs from technical systems (e.g., Nginx, Kibana, or similar tools)

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Basic SQL knowledge or experience with BigQuery, Metabase, or similar reporting tools

Originally posted on Himalayas