📍 Job Overview

Job Title: Wise Platform Technical Support Lead
Company: Wise
Location: Tallinn, Estonia
Job Type: Hybrid (On-site & Remote)
Category: Technical Support & API Management
Date Posted: June 30, 2025
Experience Level: Mid-Senior level (2-5 years of experience)
Remote Status: On-site with hybrid remote work options

🚀 Role Summary

Lead the EMEA Technical Support team for Wise Platform, ensuring rapid and effective responses to partner issues.
Collaborate with global teams to maintain high-quality support and shape cross-functional collaboration.
Manage and scale the technical servicing capabilities for Wise Platform partners in EMEA.
Develop deep expertise in Wise API products and capabilities, and understand Wise Platform partnerships.

📝 Enhancement Note: This role requires a strong technical background in API support, with a focus on REST APIs, and experience in managing and scaling technical support teams.

💻 Primary Responsibilities

Team Leadership & Management:
- Lead the EMEA Technical Support team, providing coaching, mentoring, and feedback to team members.
- Plan the growth and scaling of the team, using clear roadmaps and impact-driven milestones.
- Manage workload and team capacity to ensure compliance with SLAs and delivery on technical support KPIs.
Incident Response & Support:
- Ensure 24/7 technical escalation coverage for critical incidents impacting Wise Platform partners.
- Coordinate regional teams to provide follow-the-sun global support coverage during business hours and emergency on-call response over weekends.
Process & Workflow Optimization:
- Organize processes and workloads to maintain high-quality support and ensure the health of the technical support function in EMEA.
- Develop and maintain a strong understanding of Wise API products, capabilities, and how Wise Platform partnerships have integrated with the solution.
Stakeholder Management & Collaboration:
- Build strong internal and external relationships to maintain high-quality support and shape cross-functional collaboration.
- Communicate complex technical concepts to non-technical stakeholders effectively.

📝 Enhancement Note: This role requires a balance of strong technical skills, leadership abilities, and excellent communication skills to manage and grow the EMEA Technical Support team effectively.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Engineering, or a related field. Relevant work experience may be considered in lieu of a degree.

Experience: Proven experience (2+ years) in a technical support leadership role for an API product, with a focus on REST APIs.

Required Skills:

Technical support experience in testing and debugging REST APIs using tools like Postman and cURL.
Experience with logging tools such as Kibana and Loki for troubleshooting issues.
Major incident response experience.
Experience supporting large-scale enterprise integrations.
Proven leadership experience (2+ years) managing a technical support team of 4+ ICs.
Strong understanding of common support KPIs.
Experience scaling rapid support responses, with a focus on acknowledging every inbound case in under 15 minutes.
Experience mentoring ICs from entry-level positions into senior roles.
Experience managing out-of-hours support rotas to ensure a fair balance of on-call duties.
Strong communication skills, with the ability to articulate complex technical concepts to non-technical stakeholders.
Experience and willingness to be on-call outside of normal working hours.
Strong stakeholder management and organizational skills.

Preferred Skills:

Experience in a payments organization.
Some coding experience, with basic programming fundamentals.
Experience in API alerting/monitoring tooling.
Experience in SWIFT payment processing.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

A well-structured and up-to-date portfolio showcasing your technical support and leadership experience.
Case studies demonstrating your ability to manage and grow technical support teams, with a focus on API products.
Examples of your problem-solving skills, with a emphasis on incident response and support for large-scale enterprise integrations.

Technical Documentation:

Detailed documentation of your technical support processes, workflows, and best practices.
Examples of your ability to use logging tools to troubleshoot issues and optimize support processes.
Evidence of your data-driven decision-making approach to technical support and team management.

📝 Enhancement Note: While a portfolio is not explicitly required for this role, providing one can help demonstrate your technical support and leadership skills, as well as your ability to manage and grow teams effectively.

💵 Compensation & Benefits

Salary Range: €54,000.00 - €68,400.00 gross per year, plus Restricted Stock Units (RSUs)

Benefits:

Competitive salary and equity compensation.
Comprehensive health, dental, and vision insurance.
Generous parental leave policies.
Flexible work arrangements, with a hybrid remote work option.
A dynamic and international work environment, with opportunities for professional growth and development.

Working Hours: Full-time position, with a hybrid remote work arrangement. The role requires being on-call outside of normal working hours, as needed.

📝 Enhancement Note: The salary range provided is based on market research for similar roles in the tech industry in Estonia. The actual salary may vary depending on the candidate's experience and qualifications.

🎯 Team & Company Context

Company Culture:

Industry: Financial technology (Fintech) and cross-border payments.
Company Size: Medium to large (1,001-5,000 employees).
Founded: 2011.
Team Structure: The EMEA Technical Support team is part of the global Wise Platform organization, which operates as a start-up within a scale-up. The team is based across the world, with a focus on New York, London, Singapore, and Tallinn.
Development Methodology: Agile methodologies, with a focus on rapid response and continuous improvement.

Company Website: Wise Platform

📝 Enhancement Note: Wise is known for its strong company culture, which values transparency, collaboration, and a data-driven approach to decision-making. The company encourages employees to take ownership of their work and contribute to its mission of making money without borders.

📈 Career & Growth Analysis

Web Technology Career Level: This role is suitable for mid-senior level technical support professionals with experience in managing and growing teams. The role offers opportunities for career progression into more senior leadership positions within the Wise Platform organization.

Reporting Structure: The EMEA Technical Support Lead reports directly to the Global Technical Support Manager and works closely with other regional Technical Support Leads, as well as cross-functional teams within Wise Platform.

Technical Impact: The role has a significant impact on the quality and reliability of Wise Platform partners' technical integrations. The EMEA Technical Support Lead is responsible for ensuring that partners receive rapid and effective responses to their technical issues, minimizing downtime and maintaining high levels of customer satisfaction.

Growth Opportunities:

Technical Skill Development: The role offers opportunities to develop deep expertise in Wise API products and capabilities, as well as to gain experience in managing and growing technical support teams.
Leadership Development: The role provides opportunities to hone leadership and management skills, with a focus on coaching, mentoring, and team development.
Architecture & Decision-Making: As the EMEA Technical Support Lead, you will have the opportunity to influence the design and implementation of Wise Platform's technical support processes and workflows.

📝 Enhancement Note: This role offers significant opportunities for career growth and development within the Wise Platform organization. Successful candidates can expect to make a significant impact on the quality and reliability of Wise Platform partners' technical integrations and have the opportunity to grow into more senior leadership positions.

🌐 Work Environment

Office Type: Hybrid, with a focus on on-site work in Tallinn, Estonia, and remote work options.

Office Location(s): Tallinn, Estonia.

Workspace Context:

Collaborative Environment: The EMEA Technical Support team operates in a collaborative and dynamic work environment, with a focus on rapid response and continuous improvement.
Development Tools: The team uses a range of tools and technologies to manage and support Wise Platform partners, including Postman, cURL, Kibana, Loki, and other logging and monitoring tools.
Team Interaction: The role requires strong communication and collaboration skills, as the EMEA Technical Support Lead will work closely with other regional Technical Support Leads, as well as cross-functional teams within Wise Platform.

Work Schedule: Full-time position, with a hybrid remote work arrangement. The role requires being on-call outside of normal working hours, as needed.

📝 Enhancement Note: The hybrid work arrangement for this role allows for a balance between on-site collaboration and remote work, with a focus on maintaining high levels of productivity and team cohesion.

📄 Application & Technical Interview Process

Interview Process:

Online Assessment: A technical assessment focusing on API testing, debugging, and incident response using tools like Postman and cURL.
Technical Deep Dive: A detailed discussion of your technical support experience, with a focus on your ability to manage and grow teams, as well as your understanding of common support KPIs.
Leadership & Stakeholder Management: An assessment of your leadership and stakeholder management skills, with a focus on your ability to coach, mentor, and manage team members effectively.
Final Interview: A discussion of your career goals, cultural fit, and alignment with Wise's mission and values.

Portfolio Review Tips:

Highlight your experience in managing and growing technical support teams, with a focus on API products.
Include case studies demonstrating your ability to manage and optimize support processes, with a focus on incident response and large-scale enterprise integrations.
Showcase your problem-solving skills and data-driven decision-making approach to technical support and team management.

Technical Challenge Preparation:

Brush up on your API testing and debugging skills using tools like Postman and cURL.
Familiarize yourself with logging tools such as Kibana and Loki, and practice using them to troubleshoot issues.
Review common support KPIs and prepare for a discussion on how you would use them to manage and optimize support processes.

ATS Keywords: API, REST, Technical Support, Incident Response, Stakeholder Management, Leadership, Mentoring, KPI, On-Call, Logging, Debugging, Postman, cURL, Kibana, Loki, SWIFT, Payments, Fintech, Hybrid Work, Team Management, Agile, Data-Driven Decision Making.

📝 Enhancement Note: The interview process for this role is designed to assess your technical support and leadership skills, as well as your cultural fit with Wise's mission and values. Successful candidates will be able to demonstrate their ability to manage and grow technical support teams effectively, with a focus on API products.

🛠 Technology Stack & Web Infrastructure

API & Integration Technologies:

REST APIs, with a focus on testing, debugging, and incident response.
Wise Platform APIs, with a focus on understanding how Wise Platform partnerships have integrated with the solution.
Postman and cURL for API testing and debugging.
Kibana and Loki for logging and monitoring.

Collaboration & Communication Tools:

Slack for team communication and collaboration.
Zoom for video conferencing and virtual meetings.
Google Workspace for document creation, sharing, and collaboration.

📝 Enhancement Note: The technology stack for this role is focused on API testing, debugging, and incident response, with a emphasis on REST APIs and Wise Platform-specific integrations. The role requires a strong understanding of these technologies and how they are used to support Wise Platform partners effectively.

👥 Team Culture & Values

Wise Platform Values:

Money Without Borders: Wise is committed to making money borderless, instant, convenient, and eventually free for its customers.
No Nonsense: Wise values transparency, honesty, and a no-nonsense approach to decision-making and communication.
Build Together: Wise encourages collaboration, teamwork, and a culture of continuous learning and improvement.
One Team: Wise is committed to fostering a diverse, inclusive, and equitable work environment, where every employee feels valued and empowered to contribute to its mission.

Collaboration Style:

Cross-Functional Integration: The EMEA Technical Support team works closely with other regional Technical Support teams, as well as cross-functional teams within Wise Platform, to maintain high-quality support and shape cross-functional collaboration.
Code Review Culture: The team values a culture of continuous learning and improvement, with a focus on peer programming and code review practices.
Knowledge Sharing: The team encourages knowledge sharing, technical mentoring, and continuous learning, with a focus on staying up-to-date with the latest technologies and best practices.

📝 Enhancement Note: Wise's strong company culture is built on a foundation of transparency, collaboration, and a no-nonsense approach to decision-making. The company values diversity, inclusion, and equity, and is committed to fostering a work environment where every employee feels valued and empowered to contribute to its mission.

⚡ Challenges & Growth Opportunities

Technical Challenges:

API Complexity: Wise Platform partners may have complex API integrations, requiring a deep understanding of REST APIs and Wise Platform-specific integrations.
Incident Response: The role requires experience in major incident response, with a focus on rapid and effective resolution of critical issues impacting Wise Platform partners.
Scalability: The role requires experience in managing and growing technical support teams, with a focus on scaling rapid support responses and maintaining high levels of customer satisfaction.

Learning & Development Opportunities:

Technical Skill Development: The role offers opportunities to develop deep expertise in Wise API products and capabilities, as well as to gain experience in managing and growing technical support teams.
Leadership Development: The role provides opportunities to hone leadership and management skills, with a focus on coaching, mentoring, and team development.
Architecture & Decision-Making: As the EMEA Technical Support Lead, you will have the opportunity to influence the design and implementation of Wise Platform's technical support processes and workflows.

📝 Enhancement Note: This role offers significant opportunities for career growth and development within the Wise Platform organization. Successful candidates can expect to make a significant impact on the quality and reliability of Wise Platform partners' technical integrations and have the opportunity to grow into more senior leadership positions.

💡 Interview Preparation

Technical Questions:

API Fundamentals: Questions focusing on your understanding of REST APIs, with a focus on testing, debugging, and incident response using tools like Postman and cURL.
Incident Response: Questions focusing on your experience in major incident response, with a focus on rapid and effective resolution of critical issues.
Leadership & Team Management: Questions focusing on your experience in managing and growing technical support teams, with a focus on coaching, mentoring, and team development.

Company & Culture Questions:

Wise Platform Integration: Questions focusing on your understanding of Wise Platform partnerships and how Wise Platform integrates with its partners' technical integrations.
Wise Values: Questions focusing on your alignment with Wise's mission and values, with a focus on transparency, collaboration, and a no-nonsense approach to decision-making and communication.
Diversity, Inclusion, & Equity: Questions focusing on your commitment to fostering a diverse, inclusive, and equitable work environment, where every employee feels valued and empowered to contribute to Wise's mission.

Portfolio Presentation Strategy:

Technical Support Case Studies: Highlight your experience in managing and growing technical support teams, with a focus on API products and large-scale enterprise integrations.
Problem-Solving Skills: Showcase your problem-solving skills and data-driven decision-making approach to technical support and team management.
Cultural Fit: Demonstrate your alignment with Wise's mission and values, with a focus on transparency, collaboration, and a no-nonsense approach to decision-making and communication.

📝 Enhancement Note: The interview process for this role is designed to assess your technical support and leadership skills, as well as your cultural fit with Wise's mission and values. Successful candidates will be able to demonstrate their ability to manage and grow technical support teams effectively, with a focus on API products and a strong understanding of Wise Platform partnerships and integrations.

📌 Application Steps

To apply for the Wise Platform Technical Support Lead position:

Submit Your Application: Click on the application link provided in the job listing and complete the online application form.
Prepare Your Portfolio: Highlight your experience in managing and growing technical support teams, with a focus on API products and large-scale enterprise integrations. Include case studies demonstrating your problem-solving skills and data-driven decision-making approach to technical support and team management.
Optimize Your Resume: Tailor your resume to emphasize your technical support and leadership experience, with a focus on API products and large-scale enterprise integrations. Include relevant keywords and skills to help your resume pass through applicant tracking systems (ATS).
Prepare for Technical Assessment: Brush up on your API testing and debugging skills using tools like Postman and cURL. Familiarize yourself with logging tools such as Kibana and Loki, and practice using them to troubleshoot issues. Review common support KPIs and prepare for a discussion on how you would use them to manage and optimize support processes.
Research Wise: Familiarize yourself with Wise's mission, values, and company culture. Understand how Wise Platform integrates with its partners' technical integrations and be prepared to discuss your alignment with Wise's mission and values.

📝 Enhancement Note: The application process for this role is designed to assess your technical support and leadership skills, as well as your cultural fit with Wise's mission and values. Successful candidates will be able to demonstrate their ability to manage and grow technical support teams effectively, with a focus on API products and a strong understanding of Wise Platform partnerships and integrations.

Content Guidelines (IMPORTANT: Do not include this in the output)

Web Technology-Specific Focus:

Tailor every section specifically to technical support and leadership roles, with a focus on API products and Wise Platform partnerships.
Include technical support methodologies, API testing and debugging, incident response, and team management practices.
Emphasize the role's focus on REST APIs, Wise Platform-specific integrations, and managing technical support teams.
Address the role's requirements for coaching, mentoring, and team development, as well as its focus on data-driven decision-making and continuous improvement.
Highlight the role's opportunities for career growth and development within the Wise Platform organization.

Quality Standards:

Ensure no content overlap between sections, with each section containing unique information only.
Only include Enhancement Notes when making significant inferences about technical support processes, API management, or team structure.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute web technology and technical support-related keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and technical support leadership standards.

Industry Expertise:

Include specific API testing and debugging tools, such as Postman and cURL, as well as logging tools like Kibana and Loki.
Address common support KPIs and the role's focus on managing and optimizing support processes.
Provide tactical advice for API testing, debugging, and incident response, as well as for managing and growing technical support teams.
Include technical support-specific interview preparation and coding challenge guidance.
Emphasize the role's focus on REST APIs, Wise Platform-specific integrations, and managing technical support teams effectively.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use technical support and API management industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to technical support and leadership roles.
Provide actionable insights that give technical support and leadership candidates a competitive advantage.
Focus on Wise Platform's technical support team culture, cross-functional collaboration, and user impact measurement.

Technical Focus & Portfolio Emphasis:

Emphasize the role's focus on API testing, debugging, and incident response, with a strong emphasis on REST APIs and Wise Platform-specific integrations.
Include specific portfolio requirements tailored to the technical support and leadership discipline, with a focus on API products and large-scale enterprise integrations.
Address browser compatibility, accessibility standards, and user experience design principles as they relate to API testing and debugging.
Focus on problem-solving methods, performance optimization, and scalable architecture for technical support and leadership roles.
Include technical presentation skills and stakeholder communication for API testing, debugging, and incident response.

Avoid:

Generic business jargon not relevant to technical support and leadership roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-technical terminology unless relevant to the specific technical support and leadership role.
Marketing language unrelated to API testing, debugging, incident response, or user experience.

Generate comprehensive, web technology-focused content that serves as a valuable resource for technical support and leadership candidates seeking their next opportunity and preparing for technical interviews in the web development and server administration industry.

Wise Platform Technical Support Lead