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