Papaya Global is a rapidly growing, award-winning B2B tech unicorn with a mission to revolutionize the payroll and payments industry. With over $400M raised from top-tier investors, our innovative technology provides a comprehensive solution for managing global workforces, from hiring and onboarding to managing and paying employees in over 160 countries.
Papaya Global is is hiring a Technical Manager Support to lead our global support team. In this role, you'll own and resolve complex technical issues, debug platform and API challenges, and act as the key bridge between Support, R&D, and Product.
You'll mentor team members, drive process improvements, and champion customer needs by identifying recurring issues and systemic gaps. If you have strong technical expertise, SaaS support experience, and proven leadership skills, we'd love to have you on board.
You will:
Key Responsibilities
- Own and resolve escalated, high-complexity technical issues impacting global customers
- Work directly with customers to debug critical platform, integration, and API-related issues
- Act as the primary bridge between Support, R&D, and Product to drive root-cause resolution
- Advocate for customer needs by identifying recurring issues and systemic gaps
- Investigate logs, database queries, and API communications to diagnose issues
- Leverage tools such as Salesforce Service Cloud, Coralogix, AWS, Slack, GitHub, and databases
- Lead and mentor global technical support teams, setting best practices and standards
- Build and maintain knowledge base content to improve self-service and efficiency
- Drive process improvements, automation, and AI-driven support initiatives
Requirements:
- 8-10+ years of experience in global SaaS technical support (must-have).
- Strong technology background with hands-on experience in coding/debugging, SQL, API troubleshooting, and web debugging.
- Experience analysing logs and understanding service-to-service communications in a cloud-based environment.
- Proven people management experience, mentoring or leading technical teams is a big plus.
- Strong ability to communicate complex technical concepts to different stakeholders.
- Experience working cross-functionally with R&D and Product teams.
- Ability to work in a hybrid model (India-based).
- Passion for customer success and technical problem-solving.
- Experience working with global, cross-functional teams
- Ability to perform in a high-pressure, always-on environment
- FinTech / Payroll / HR Tech experience is a strong advantage
