Technical Support Manager

CitySwift is looking for a Technical Support Manager who enjoys solving complex technological problems with real-world solutions to join our rapidly growing team. 

About Cityswift

As the world's leading intelligent data platform for public transport, CitySwift powers data-driven decision making for some of the largest transport networks across the globe. Backed by over €15 million in venture capital funding and a partner list that includes the world's largest public transportation operators and government authorities, such as National Express, Go-Ahead Group, Transport for London and many more. CitySwift is in accelerated growth mode with 200% YOY revenue growth in 2024.

CitySwift’s mission is to increase the adoption of sustainable public transportation usage around the world - our platform currently optimises over 3 billion passenger journeys annually, and our target is to reach over 10 billion by 2026.

At CitySwift, you’ll get the opportunity to take ownership, deliver measurable impact and develop professionally - reshape the future of public transport by accelerating CitySwift’s growth!

About the role

We’re building a world-class team to digitally transform public transport in major cities around the world. The Technical Support Manager will lead and manage the team responsible for monitoring and investigating technical issues related to our Platform and Data. With a focus on any support needs from the various data sources we ingest. They will be expected to work closely with the customer success team and engineers to troubleshoot and resolve any technical issues that arise.

Today, we analyse billions of data points for a selection of the world’s largest transport companies, shipping a product that constantly delivers for clients and exceeds expectations.

Key responsibilities

• Lead technical support and data operations team with direct management responsibility for team members
• Monitor and investigate technical issues related to the cleaning, validation, and processing of AVL, ticket, and schedule data 
• Work closely with customers and engineers to troubleshoot and resolve technical issues
• Conduct contextual analysis of bus, driver behaviour, route, and schedule adherence
• Document and report all technical issues to management
• Develop and maintain technical knowledge of the software and related technologies 
• Works with key internal stakeholders, including Product Management, Product research, analysts etc. to address specific customer issues or new product features.

Key skills

• At least 3 years of experience in a technical support role
• Strong analytical skills and attention to detail 
• Experience with database technologies, SQL and python
• Excellent communication skills and ability to work effectively in a team
• You have high agency and are highly adaptable to a rapidly changing, growing business

Not required but nice to have

• Experience making presentations and preparing reports
• Strong communications and presentation skills with the ability to present to a variety of audiences
• Flexibility to work on multiple problems simultaneously while supporting the Customer Success team
• Have an understanding of the software support process

We value, recognise and reward our people 

• Competitive market salary 
• Health and Life Insurance and matched pension schemes
• 25 days annual leave, with additional company days off throughout the year 
• Flexible working hours and hybrid/remote working opportunities including Work Abroad Program
• Paid Sick, Maternity and Paternity benefits
• Employee Assistance Programme (EAP), mental health and wellbeing supports
• Employee referral program with opportunity to earn up to €4,000 per referral
• Annual Service recognition benefits (Additional Annual leave and pension contributions)

#LI-Hybrid