Technical Support Manager
About Us
At Levein Group, we’re driving digital innovation across UK’s most dynamic sectors – from healthcare and fintech to hospitality and tech startups, all from our vibrant hub in Colombo, Sri Lanka. Join our passionate team of technologists where your creativity and skills can transform multiple industries. We offer more than just a job – we provide an environment where innovation meets purpose, where your growth matters, and where your solutions impact leading UK businesses. Ready to work on diverse, cutting-edge projects?
Your Key Responsibilities
Summary of The Role
The Platform Manager / Technical Support Manager plays a key role in supporting the day-to-day operational and technical support needs of the NovaLink MVNO platform. NovaLink is a mobile virtual network operator platform used to support wireless services, customer accounts, activations, service changes, support requests, issue resolution, and operational workflows.
This role is intended to replace or cover the non-development responsibilities currently being handled by dev. The position is not primarily a software development role. Instead, it is a technical support, platform operations, troubleshooting, coordination, and user-support role.
The ideal candidate should be comfortable working with technology platforms, customer or internal support requests, telecom/MVNO workflows, Microsoft Office tools, email, chat, spreadsheets, and structured follow-up.
Role Responsibilities
- Manage day-to-day support and operational tasks related to the NovaLink MVNO platform.
- Serve as a primary support contact for platform questions, user issues, account issues, activations, service changes, and operational troubleshooting.
- Monitor and respond to support requests through email, chat, ticketing tools, or other company communication channels.
- Troubleshoot platform issues and determine whether an issue is user error, process-related, carrier-related, provisioning-related, billing-related, or requires escalation to development.
- Coordinate with development resources when a technical defect, platform bug, integration issue, or system enhancement requires software work.
- Track open issues, escalations, resolutions, and follow-up items to ensure nothing is missed.
- Assist users with platform navigation, account updates, activations, order processing, service changes, reporting, and general operational questions.
- Document recurring support issues, known fixes, common workflows, and escalation procedures.
- Maintain operational trackers using Excel or similar tools.
- Help create and update basic user guides, SOPs, training notes, and internal support documentation.
- Communicate clearly with leadership regarding platform issues, support volume, unresolved problems, and recommended process improvements.
- Assist with testing platform changes, validating fixes, and confirming that issues have been resolved.
- Help ensure that NovaLink support processes are organized, repeatable, and easy for internal users or customers to follow.
- Protect confidential customer, subscriber, carrier, and company information.
Required Skill and Qualifications
Essential Skills, Knowledge & Experience
- Experience in technical support, platform support, customer support, operations support, telecom support, or similar role.
- Ability to troubleshoot issues logically and communicate clearly with both technical and non-technical users.
- Strong working knowledge of Microsoft Office tools, including Outlook, Teams, Word, Excel, and related collaboration tools.
- Comfortable using email, chat, spreadsheets, ticketing systems, dashboards, and web-based software platforms.
- Strong follow-up skills and ability to keep open issues organized until resolved.
- Ability to work remotely and independently.
- Strong written communication skills, especially for documenting issues, resolutions, and escalation notes.
- Comfortable learning telecom, MVNO, wireless, provisioning, billing, and platform workflows.
- Ability to distinguish between support issues, operational issues, customer/user training needs, and development bugs.
- Professional communication style with internal teams, vendors, customers, and technical resources.
- Experience with MVNO, wireless, mobile service activation, SIM/eSIM provisioning, telecom billing, carrier portals, or customer care platforms.
- Experience supporting SaaS platforms, internal business systems, CRM systems, billing systems, or telecom platforms.
- Familiarity with support ticketing, escalation management, QA testing, release validation, or platform operations.
- Experience creating user documentation, process guides, training notes, or support knowledge-base articles.
- Intermediate Excel skills, including filters, sorting, basic formulas, tracking sheets, and operational reports.
- Ability to work in a small-company environment where the role may include a mix of support, operations, testing, coordination, and documentation.
- Must be accountable with a strong work ethic, a sense of urgency and ownership, and be able to work effectively both independently and as part of a team.
- Data driven, highly organized, and detailed oriented.
- Able to deliver as efficiently as possible without compromising quality or customer experience.
- First class communicator with an ability to engage sales teams, operational teams and customer stakeholders up to a senior level with confidence.
- Efficient in approach, developing optimized and simple working methods and processes with a keen eye for detail.
- Continually improving, caring about quality, and delivering customer value.
Benefits
Work Environment
- General Work Hours: Between 12.30PM – 10.30PM (WFH) Sri Lanka Time – 45hrs/week.
- Location: Remote WFH + Occasional Meets at our Colombo 5 office – Sri Lanka.
- Benefits: Paid leave, career upskilling opportunities, eLearning courses.
A Flexible Approach
to Work
OfficeRemote
Work from where you perform best
Whether from your home office, coworking space, or our Porto HQ, you have the freedom to choose.
Earn above the Sri Lankan market
Work with international companies and get paid accordingly.
EPF/ETF included
We operate as a registered Sri Lankan employer.
Flexible Remote Work
Your work hours are flexible. Work remote.
Career Growth & Support
A dedicated team that handles your hardware, HR, and growth.
Health Insurance & Benefits
Comprehensive health insurance coverage, plus additional benefits.
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