Team Lead - Technical Support

m serves as the first line of technical support for our point-of-sale (POS) solutions - helping merchants ensure their terminals, integrations, and payment flows run smoothly. You'll guide your team in collaborating with technical, operational, and commercial teams to deliver seamless, real-world payment experiences. Adyen operates 24/7 on a "follow the sun" model across different time zones.

What you'll do

• Lead and develop a team that is the go-to source of knowledge for Adyen's In-Person Payments platform, POS devices, terminal integrations, and related APIs.
• Manage and grow a Singapore-based team that collaborates with peers across regions to provide exceptional technical support to our merchants.
• Coach and mentor team members to troubleshoot complex hardware, network, and integration issues while developing their technical and soft skills.
• Define and clearly communicate team goals, ensuring alignment with IPP global support standards and merchant satisfaction metrics.
• Track and report team performance through KPIs and data insights, driving accountability, consistency, and efficiency.
• Handle escalations from merchants and senior stakeholders, providing timely resolutions and managing expectations effectively.
• Play an active role in shaping the global IPP support strategy, identifying process improvements and sharing best practices across regions.

Who you are

• A people-first leader with at least 3 years of experience managing or developing technical support teams, ideally within a hardware, payments, or retail technology context.
• Familiar with leading geographically distributed teams and comfortable working across time zones and cultures.
• A strong problem-solver who can identify root causes, define robust support processes, and drive operational excellence.
• Confident in serving as an escalation point for terminal connectivity, transaction, and integration-related issues.
• Skilled at balancing commercial needs with technical feasibility and global support strategy.
• Technically inclined, with working knowledge of SQL, networking, scripting, APIs, or POS technologies.
• While prior payments experience is a plus, genuine curiosity and enthusiasm for in-person and omni-channel payments are key.
• Strong communicator, able to simplify technical issues and influence stakeholders at all levels.
• Willing to travel when needed to support team development, merchant rollouts, or global initiatives.

Our Diversity, Equity and Inclusion commitments

Our unique approach is a product of our diverse perspectives. This diversity of backgrounds and cultures is essential in helping us maintain our momentum. Our business and technical challenges are unique, and we need as many different voices as possible to join us in solving them - voices like yours. No matter who you are or where you're from, we welcome you to be your true self at Adyen.

Studies show that women and members of underrepresented communities apply for jobs only if they meet 100% of the qualifications. Does this sound like you? If so, Adyen encourages you to reconsider and apply. We look forward to your application!

What's next?

Ensuring a smooth and enjoyable candidate experience is critical for us. We aim to get back to you regarding your application within 5 business days. Our interview process tends to take about 4 weeks to complete, but may fluctuate depending on the role. Learn more about our hiring process here. Don't be afraid to let us know if you need more flexibility.

This role is based out of our Singapore office. We are an office-first company and value in-person collaboration; we do not offer remote-only roles.