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 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