Job Description DEUNA is a rapidly growing startup revolutionizing global commerce with an AI-powered orchestration and payments platform. This innovative solution helps large enterprises boost approval rates, reduce costs, and unlock new revenue opportunities. With deep integrations across 300+ Payment Service Providers (PSPs) and alternative payment methods, DEUNA simplifies global payments through a single integration and centralized reconciliation. The company is expanding into the U.S. to meet the urgent needs of large retailers, marketplaces, airlines, and Quick Service Restaurants (QSRs). - Lead the Technical Support team in managing the configuration of tools such as JIRA and Zendesk. - Optimize and monitor workflows and integrations between various tools for efficient incident management. - Develop and maintain escalation policies, shift rotation, and a sense of urgency for critical incidents. - Guide and train the support team on implementing methodologies for area management. - Act as a point of contact between clients and internal teams, ensuring effective communication about incidents and improvements.