Team Lead - Technical Support

About the role

As a Technical Support Team Lead based in Amsterdam, you will lead a customer‑facing team that serves as the first point of contact for Adyen’s merchants worldwide. You will guide and develop the Technical Support engineers, helping them resolve complex technical and operational questions while collaborating with Operations, Engineering, Product, Account Management and Sales.

Key responsibilities

• Lead a customer‑facing team that provides deep knowledge of the Adyen platform, APIs, underlying technology stack and industry‑standard integration methods.
• Collaborate with an international leadership team through regular meetings to standardise best practices and achieve global alignment as the organisation scales.
• Coach and mentor Support engineers, preparing them to resolve technical challenges for merchants and to grow their careers.
• Define, communicate and track objectives and key results for the Support team, ensuring accountability and presenting outcomes to senior leadership.
• Monitor team performance, track progress against targets and report results to senior leadership.

Required profile

• People leader with 2‑6 years of experience directly managing technical support teams.
• Innovative problem‑solver comfortable with ambiguity and capable of establishing processes and procedures.
• Serves as an escalation point for varied technical support requests and issues.
• Makes quick, informed decisions and prioritises requests for internal and external stakeholders.
• Strong communicator who interacts clearly and empathetically with diverse audiences.
• Technical background or strong technical affinity; payments or fintech experience not required.
• Willing to travel occasionally, both domestically and internationally.