2nd-Level Technical Support Manager

Nexi Group

. Lead and develop the 2nd-level technical support team, including KPI management, coaching, and workforce planning.

Posted 9/18/2026full-timeWallisellen • SwitzerlandMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading technical support teams, optimizing support processes, and managing escalated technical issues, particularly in payment systems. Proficient in maintaining technical documentation and ensuring effective communication with customers and stakeholders.

Highest-signal resume keywords

Technical Support LeadershipPayment Systems ExpertiseKPI ManagementTicketing Systems ProficiencyProblem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportPayment TerminalsCredit Card TerminalsEP2 ProtocolAnalytical Skills

Soft Skills

Leadership SkillsMentoring SkillsCommunication SkillsCalm Under Pressure

Tools & Technologies

SalesforceServiceNow

Certifications & Qualifications

Category B Driving Licence

Industry Keywords

2nd-Level SupportEscalation SupportPayment GatewaysCustomer Satisfaction

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Lead and develop the 2nd-level technical support team, including KPI management, coaching, and workforce planning.
Handle and coordinate escalated technical issues, particularly those involving payment terminals.
Serve as the primary point of contact for complex technical cases.
Work closely with 3rd-level support and product development.
Optimize support processes and reduce resolution times.
Maintain technical documentation and knowledge bases.
Handle escalated customer inquiries professionally.
Ensure clear, customer-focused communication.
Analyze and report on ticket volumes, resolution times, and customer satisfaction.

Requirements

What you’ll need

At least 3–5 years of professional experience in technical support, including at least 2 years in a team leadership or management role.
Proven experience with payment systems, credit card terminals (POS, attended, and unattended), and payment gateways.
Experience in 2nd-level support or an escalation-focused support environment is essential.
Knowledge of the EP2 environment, including an understanding of the EP2 protocol, specifications, and related payment-processing procedures, is an advantage.
In-depth knowledge of credit card terminals (EP2), common terminal models, and their operating systems.
Proficiency with support tools such as ticketing systems (e.g., Salesforce, ServiceNow).
Outstanding leadership and mentoring skills.
Strong problem-solving and analytical skills.
Excellent written and verbal communication skills.
Ability to remain calm and effective under pressure.
Swiss German (native speaker).
English (B2–C1).
French is an advantage.
Category B driving licence.

Benefits

Comp & perks

6 weeks of vacation
Company laptop provided
Employer-paid daily sickness allowance insurance
Various employee discounts
Contribution toward public transportation costs
Modern and comfortable office facilities
Home office available by arrangement with the team manager