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