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
Handle incoming requests and incidents from support agents
Investigate, reproduce, and troubleshoot technical issues; resolve them when possible or escalate them to the appropriate team
Spot recurring problems and patterns and push for product or process improvements to address them
Maintain an internal knowledge base with answers and solutions for the Level 1 Support team
Prepare reports and keep teammates informed about technical issues and trends
Identify opportunities to reduce repetitive support requests through automation
What we offer
Remote work. We are very good at it
40 hours per week
Working hours: 9:00 AM – 18:00 PM (Istanbul time);
Requirements
Requirements
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
Confidence working with admin panels, billing systems, and back-office tools — you can navigate an unfamiliar interface and find answers independently
English proficiency at B2 level or higher (written and spoken)
Strong motivation to grow professionally in technical support, with an interest in developing skills in automation
Analytical, evidence-driven approach to troubleshooting: you check logs and system data before drawing conclusions
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
Experience reading logs from technical systems (e.g., Nginx, Kibana, or similar tools)
Basic SQL knowledge or experience with BigQuery, Metabase, or similar reporting tools
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