📍 Job Overview

Job Title: Wise Platform Technical Support Lead - EMEA
Company: Wise
Location: Tallinn, Estonia
Job Type: Hybrid (On-site & Remote)
Category: Technical Support & Customer Success
Date Posted: 2025-07-01
Experience Level: Mid-Senior Level (2-5 years)

🚀 Role Summary

Lead the EMEA Technical Support team to ensure rapid and effective responses to partner issues.
Organize processes and team capacity to meet SLAs and support KPIs for technical support.
Collaborate with global Technical Support teams to maintain high-quality support for partners leveraging Wise APIs.

📝 Enhancement Note: This role requires a balance of technical expertise, leadership skills, and stakeholder management to ensure partners receive top-notch support. The successful candidate will have experience in API products and a strong understanding of support KPIs.

💻 Primary Responsibilities

Team Leadership & Management:
- Lead the EMEA Technical Support team, providing coaching, mentoring, and feedback.
- Plan team growth and scaling, with clear roadmaps and milestones.
- Manage workload and team capacity to ensure SLA compliance and high-quality support.
Incident Management & Response:
- Provide 24/7 technical escalation coverage for critical incidents impacting Wise Platform partners.
- Coordinate regional team members to ensure follow-the-sun global support coverage during business hours and emergency on-call response over weekends.
Process Improvement & KPI Management:
- Monitor and improve technical support processes to enhance efficiency and effectiveness.
- Manage technical support KPIs for partners and team members in the region.
API & Product Expertise:
- Develop deep expertise in Wise API products and capabilities.
- Build strong internal and external relationships to maintain high-quality support and shape cross-functional collaboration.

📝 Enhancement Note: This role involves a mix of hands-on technical support, team leadership, and process improvement. The ideal candidate will have a strong background in API products and experience managing support KPIs.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field. Relevant experience may substitute for formal education.

Experience: 2+ years of experience in a technical support leadership setting for an API product.

Required Skills:

Proven experience in testing and debugging REST APIs using tools like Postman and cURL.
Familiarity with logging tools such as Kibana and Loki for troubleshooting issues.
Experience in major incident response and supporting large-scale enterprise integrations.
Strong leadership skills, with experience managing teams of 4+ ICs and mentoring team members.
Excellent communication skills, with the ability to articulate complex technical concepts to non-technical stakeholders.
Strong stakeholder management and organizational skills.
Experience managing out-of-hours support rotas and ensuring a fair balance of on-call duties.

Preferred Skills:

Experience in a payments organization.
Basic programming experience and understanding of API alerting/monitoring tooling.
Familiarity with SWIFT payment processing.

📝 Enhancement Note: While not required, experience in a payments organization or familiarity with SWIFT payment processing could be beneficial for this role. Additionally, some coding experience and knowledge of API alerting/monitoring tooling could help the candidate better understand and support the Wise Platform.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate experience in technical support leadership, with examples of successful incident management and process improvement.
Showcase your ability to manage support KPIs and ensure SLA compliance.
Highlight your expertise in API products, with examples of API testing, debugging, and integration projects.

Technical Documentation:

Provide documentation of your approach to incident management, including response times, escalation procedures, and post-incident reviews.
Include examples of your data-driven decision-making process in managing support KPIs and improving support processes.
Showcase your understanding of API products by providing documentation of API testing, debugging, and integration processes.

📝 Enhancement Note: While a traditional web portfolio may not be applicable for this role, candidates should be prepared to provide examples of their technical support leadership experience, API expertise, and incident management skills during the interview process.

💵 Compensation & Benefits

Salary Range: €54,000.00 - €68,400.00 gross / annual + RSUs

Benefits:

Stock Options

Working Hours: Full-time, with flexible hours to support global partners and manage on-call rotations.

📝 Enhancement Note: The salary range provided is in EUR and is inclusive of the gross annual salary and RSUs. The working hours may vary to accommodate global partners and on-call rotations.

🎯 Team & Company Context

Company Culture:

Industry: Fintech, focusing on cross-border money transfers and payment solutions.
Company Size: Medium to Large (1,001-5,000 employees)
Founded: 2011

Team Structure:

The EMEA Technical Support team is based in Tallinn, Estonia, and works closely with global Technical Support teams to provide 24/7 coverage for Wise Platform partners.
The team collaborates with various internal teams, such as Product, Engineering, and Sales, to ensure high-quality support and shape cross-functional collaboration.

Development Methodology:

Wise follows Agile methodologies for product development and support processes.
The company emphasizes data-driven decision-making, continuous improvement, and cross-functional collaboration.

Company Website: Wise Platform - What We Do?

📝 Enhancement Note: Wise is a global fintech company focused on providing fast, low-cost money transfers and payment solutions. The company values data-driven decision-making, continuous improvement, and cross-functional collaboration. The EMEA Technical Support team plays a crucial role in maintaining high-quality support for Wise Platform partners.

📈 Career & Growth Analysis

Web Technology Career Level: Mid-Senior Level (2-5 years)

Reporting Structure: The EMEA Technical Support Lead reports directly to the Global Technical Support Manager and is responsible for managing the EMEA Technical Support team.

Technical Impact: This role has a significant impact on the quality and reliability of Wise Platform partners' technical integrations. The successful candidate will ensure rapid and effective responses to partner issues, maintain high-quality support, and shape cross-functional collaboration.

Growth Opportunities:

Team Expansion & Leadership: As the team grows, there will be opportunities for the successful candidate to take on more senior leadership roles or explore other leadership paths within the organization.
Technical Specialization: With a deep understanding of Wise API products and capabilities, the successful candidate may have the opportunity to specialize in specific areas of the platform or explore other technical roles within the organization.
Cross-Functional Collaboration: By working closely with various internal teams, the successful candidate may identify opportunities for career growth in other areas of the business, such as Product Management, Engineering, or Sales.

📝 Enhancement Note: This role offers opportunities for career growth in technical leadership, technical specialization, and cross-functional collaboration. The successful candidate will have the chance to make a significant impact on the quality and reliability of Wise Platform partners' technical integrations and shape cross-functional collaboration.

🌐 Work Environment

Office Type: Hybrid (On-site & Remote)

Office Location(s): Tallinn, Estonia

Workspace Context:

The EMEA Technical Support team works in a collaborative environment, with a focus on data-driven decision-making, continuous improvement, and cross-functional collaboration.
The team uses various tools and technologies to support Wise Platform partners, including Postman, cURL, Kibana, Loki, and other API alerting/monitoring tooling.
The team works closely with global Technical Support teams to provide 24/7 coverage for Wise Platform partners.

Work Schedule: Full-time, with flexible hours to support global partners and manage on-call rotations.

📝 Enhancement Note: The EMEA Technical Support team works in a collaborative, data-driven environment, with a focus on continuous improvement and cross-functional collaboration. The team uses various tools and technologies to support Wise Platform partners and works closely with global Technical Support teams to provide 24/7 coverage.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to assess your communication skills, understanding of the role, and relevant experience.
Technical Deep Dive: A technical assessment of your API product expertise, incident management skills, and approach to support KPIs and process improvement.
Leadership & Stakeholder Management: An evaluation of your leadership skills, team management experience, and ability to manage stakeholder relationships.
Final Interview: A discussion with the hiring manager and other key stakeholders to assess your cultural fit and alignment with the team's goals.

Portfolio Review Tips:

Highlight your experience in technical support leadership, with examples of successful incident management and process improvement.
Showcase your API product expertise, with examples of API testing, debugging, and integration projects.
Include documentation of your approach to incident management, support KPI management, and data-driven decision-making.

Technical Challenge Preparation:

Brush up on your API product expertise, with a focus on REST APIs, Postman, cURL, Kibana, and Loki.
Review your incident management experience and prepare for questions about your approach to major incident response and enterprise integration support.
Familiarize yourself with Wise's products and services, and be prepared to discuss how you would support Wise Platform partners in a technical support role.

ATS Keywords: API Products, Technical Support, REST APIs, Postman, cURL, Kibana, Loki, Incident Response, Enterprise Integrations, Team Leadership, Stakeholder Management, Communication, Mentoring, Data-Driven Decisions, Problem Solving

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's technical expertise, leadership skills, and cultural fit. The successful candidate will have experience in API products, incident management, and support KPI management, as well as strong communication, leadership, and stakeholder management skills.

🛠 Technology Stack & Web Infrastructure

API & Product Expertise:

REST APIs (Postman, cURL)
Logging Tools (Kibana, Loki)
API Alerting/Monitoring Tooling (Wise Platform-specific tools)

Collaboration & Communication Tools:

Slack or other team communication platforms
Project management tools (e.g., Jira, Asana, Trello)
Video conferencing tools (e.g., Zoom, Google Meet)

📝 Enhancement Note: The technology stack for this role is centered around API products and incident management. The successful candidate will have experience with REST APIs, logging tools, and API alerting/monitoring tooling. Additionally, the candidate should be comfortable using collaboration and communication tools to work effectively with global Technical Support teams and other internal stakeholders.

👥 Team Culture & Values

Wise Platform Technical Support Values:

Customer Focus: Putting partners first, understanding their needs, and ensuring high-quality support.
Data-Driven Decisions: Using data to inform support processes, improve efficiency, and enhance the partner experience.
Continuous Improvement: Regularly reviewing and refining support processes to maintain high-quality support and meet evolving partner needs.
Collaboration: Working closely with global Technical Support teams and other internal stakeholders to ensure seamless support and shape cross-functional collaboration.

Collaboration Style:

The EMEA Technical Support team works in a collaborative, data-driven environment, with a focus on continuous improvement and cross-functional collaboration.
The team uses various tools and technologies to support Wise Platform partners and works closely with global Technical Support teams to provide 24/7 coverage.

📝 Enhancement Note: The Wise Platform Technical Support team values customer focus, data-driven decisions, continuous improvement, and collaboration. The successful candidate will be comfortable working in a collaborative, data-driven environment and have experience managing support KPIs, incident management, and API products.

⚡ Challenges & Growth Opportunities

Technical Challenges:

API Product Expertise: Staying up-to-date with Wise API products and capabilities, as well as any changes or updates that may impact partner integrations.
Incident Management: Managing critical incidents that may impact Wise Platform partners, with a focus on rapid and effective response times.
Support KPI Management: Monitoring and improving support KPIs to ensure high-quality support and meet evolving partner needs.

Learning & Development Opportunities:

API Product Specialization: Deepening your understanding of Wise API products and capabilities, with a focus on emerging technologies and trends in the payments industry.
Leadership Development: Enhancing your leadership skills, with a focus on team management, mentoring, and stakeholder management.
Cross-Functional Collaboration: Expanding your knowledge of other areas of the business, such as Product Management, Engineering, or Sales, to better understand the partner experience and shape cross-functional collaboration.

📝 Enhancement Note: This role presents technical challenges in API product expertise, incident management, and support KPI management. The successful candidate will have the opportunity to specialize in API products, develop their leadership skills, and collaborate with other areas of the business to shape the partner experience.

💡 Interview Preparation

Technical Questions:

API Product Expertise: Questions about your experience with REST APIs, Postman, cURL, Kibana, Loki, and other API alerting/monitoring tooling.
Incident Management: Questions about your approach to major incident response, enterprise integration support, and managing support KPIs.
Data-Driven Decisions: Questions about your experience using data to inform support processes, improve efficiency, and enhance the partner experience.

Company & Culture Questions:

Wise Platform Products & Services: Questions about your understanding of Wise's products and services, as well as how you would support Wise Platform partners in a technical support role.
Team Dynamics: Questions about your experience working in a collaborative, data-driven environment and your ability to manage stakeholder relationships.
Career Growth: Questions about your long-term career goals and how this role fits into your professional development plan.

Portfolio Presentation Strategy:

API Product Expertise: Highlight your experience with REST APIs, Postman, cURL, Kibana, Loki, and other API alerting/monitoring tooling.
Incident Management: Showcase your approach to major incident response, enterprise integration support, and managing support KPIs.
Data-Driven Decisions: Demonstrate your experience using data to inform support processes, improve efficiency, and enhance the partner experience.

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's technical expertise, leadership skills, and cultural fit. The successful candidate will have experience in API products, incident management, and support KPI management, as well as strong communication, leadership, and stakeholder management skills.

📌 Application Steps

To apply for this Wise Platform Technical Support Lead - EMEA position:

Customize Your Resume: Highlight your experience in technical support leadership, API product expertise, incident management, and support KPI management. Include relevant keywords from the ATS Keywords list to optimize your resume for the Wise Platform Technical Support Lead role.
Tailor Your Cover Letter: Explain your interest in the Wise Platform Technical Support Lead role and how your experience and skills make you a strong fit for the position. Address the required experience and qualifications listed in the job description.
Prepare for Technical Assessment: Brush up on your API product expertise, incident management experience, and approach to support KPI management. Be prepared to discuss your technical approach and problem-solving skills during the interview process.
Research Wise Platform: Familiarize yourself with Wise's products and services, as well as the company's mission, values, and culture. Be prepared to discuss how you would support Wise Platform partners in a technical support role and how your experience aligns with the company's goals and objectives.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Wise Platform Technical Support Lead - EMEA