Technical Support Lead at Remitly

Sydney, New South Wales, Australia

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Legal Technology, Professional ServicesIndustries

Requirements

7+ years of IT support experience
Bachelor's degree in Engineering, Computer Science, or equivalent experience
Expertise in configuring and setting up workstations and laptops
Advanced technical writing, documentation, and SOP development skills
Proven ability to troubleshoot complex hardware, software, and infrastructure issues
Proficiency in identifying when operational procedures require updating or revising
Strong leadership and people management abilities, including delegation, prioritization, and performance management
Excellent organizational, project planning, and change management skills
Exceptional problem-solving skills, capable of guiding teams through complex technical diagnostics and issue resolution
Superior written and verbal communication, interpersonal, and customer service skills, able to engage effectively with all organizational levels
Ability to travel occasionally (less than 25%)

Responsibilities

Lead, supervise, and monitor the corporate technical support team, ensuring rapid resolution of operating issues, minimizing downtime, and maintaining service levels
Develop and oversee technical documentation and standard operating procedures
Regularly assess and update operating procedures based on evolving business needs
Conduct detailed analyses of technical support performance, identifying trends, problems, and improvement opportunities, and reporting findings to management
Provide advanced troubleshooting and problem resolution for IT infrastructure, hardware, software, telecommunications, and business applications
Collaborate with other support teams to escalate and resolve complex issues
Address internal and external user inquiries regarding hardware and software problems, providing expert guidance for resolution
Participate in resource planning, technology rollouts, and special projects
Identify opportunities to develop proactive solutions to improve the End User Experience
Provide technical support for events such as trade shows, including equipment setup and configuration
Execute management responsibilities, including hiring, training, performance appraisals, and staff development
Foster a culture of accountability, continuous improvement, innovation, and proactive communication within the support team

Skills

IT Infrastructure

Hardware Support

Software Support

Telecommunications

Business Applications

Troubleshooting

Team Leadership

Performance Analysis

Technical Documentation

Standard Operating Procedures

Remitly

International money transfer for immigrants

About Remitly

Remitly focuses on international money transfers, helping immigrants send money to their families quickly and securely at lower costs than traditional banks. The company charges transaction fees and earns from the exchange rate margin, offering various transfer options like bank deposits and cash pickups. Remitly enhances user experience through its website and mobile app, allowing real-time tracking of transfers, and engages with immigrant communities by providing helpful resources and educational support. Its goal is to meet the unique needs of immigrants while ensuring fast, affordable, and reliable money transfer services.

Seattle, WashingtonHeadquarters

2011Year Founded

$423.9MTotal Funding

IPOCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees

Benefits

Continuing Education or Travel Stipend

Office Culture

Flexible PTO, Schedules and Leaves

DEI Learning Opportunities

Community Engagement

Inclusive Benefits

Risks

Swift's integration into banks' channels poses a competitive threat to Remitly.

AI agents' rise may challenge Remitly's operational model in efficiency and cost-effectiveness.

Schall Law Firm's investigation could impact investor confidence and Remitly's reputation.

Differentiation

Remitly focuses on immigrants, offering competitive rates and fast, secure transactions.

The company leverages technology for a seamless user experience via its app and website.

Remitly engages with immigrant communities through content and educational initiatives.

Upsides

Increased digital wallet adoption in key markets expands Remitly's reach to unbanked individuals.

AI agents in operations could reduce costs and improve Remitly's efficiency.

Visa collaboration enhances Remitly's cross-border fund flow services, boosting customer satisfaction.

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