Technical Support Manager (Specialist Operations)

At Bloq.it, we’ve created the world’s leading smart locker solution. Solving online deliveries by enabling everyone to participate easily, reducing delivery costs and making them more sustainable.

We’re quickly expanding, and after growing at 1000% for three years in a row, we’re now the fastest-growing Smart Locker company in the world and one of the fastest growing scale-ups in Europe.

We are in search of a Technical Support Manager (Specialist Operations) to join our innovative team as our new #bloqstar. In this role, you will lead Bloq.it’s “Specialized Technical Support,” an elite-specialized team responsible for deep-dive investigations, proactive monitoring, and advanced (L3) escalations. You will ensure swift incident response for critical issues, reduce overall downtime, and collaborate closely with Engineering, Product, and other support teams.

What will be your responsibilities

• Coordinate a small group of highly skilled specialists (firmware, electronics, cloud, etc.), ensuring urgent issues are swiftly escalated and resolved;
• Work with the Monitoring Specialist to define KPIs, set up alerts, and track potential issues across the locker network;
• Oversee complex investigations, document solutions, and drive permanent fixes in partnership with Product/Engineering teams;
• Analyze recurrent issues, implement preventive measures, and feedback insights into training materials.

What are the requirements to join us in this position

• Background in technical support or engineering (hardware, firmware, cloud, or IoT);
• Familiar with managing critical escalations and coordinating cross-functional “SWAT” teams;
• Ability to guide and motivate a senior technical team toward rapid, effective resolutions;
• Adept at investigating root causes and driving systematic improvements;
• Fluency in English and Portuguese (written and spoken).

What will you get if you join us in this position

• The opportunity to join our Ops - Support team and play a pivotal role in driving efficient issue resolution, proactive monitoring, and continuous process improvements and contributing to innovative solutions that redefine Bloq.it's revolution in the smart locker industry;
• A dynamic and fast-paced work environment with a culture of innovation, collaboration, and continuous learning;
• Competitive salary and benefits package, tailored to your experience and skills, including performance-based bonus and Portuguese health insurance;
• Flexible work conditions, including a remote-friendly policy and a flexible schedule that allows you to balance your work and personal life;
• Regular meetings in-person at our HQ Office in Lisbon, PT, giving you the chance to connect with the team and immerse yourself in our company culture.
  

If you're a passionate Technical Support Manager (Specialist Operations) ready to shape the future of smart locker solutions, Bloq.it is the place for you.

Join our team of #bloqstars and help us redefine the last-mile delivery experience!