Technical Support Team Lead

We're looking for an experienced Technical Support Team Lead to grow our support team responsible for one of most critical platforms. This platform powers secure financial features used daily by millions of customers. Your team will handle escalations, investigate production issues, and work closely with engineering and product to keep systems running smoothly. You'll define support workflows, lead incident response, and dive deep into infrastructure to solve complex problems. This is a hands-on technical leadership role for someone who excels in high-ownership environments and knows how to balance immediate response with long-term improvements. What will you do?

Lead a team providing Tier 24 technical support for internal and platform-facing services.
Define support processes and escalation paths that allow the team to operate quickly and efficiently.
Collaborate with product, engineering, and support teams to troubleshoot and resolve incidents.
Act as the first point of contact dur

דרישות:

3+ years of hands-on experience as a technical support engineer or as a developer- essential.
2+ years of managerial experience for a team of 3+ engineers.
Experience establishing a technical support team and process from the ground up.
Experience hiring and managing team members across multiple time zones.
Ability to identify recurring technical issues, analyze patterns, and design long-term solutions.
Comfortable exploring SQL data schemas and writing SQL queries, using logging tools, and monitoring system health.
Experience with setting priorities, following through on complex tasks, and tracking multiple threads of work.
Familiarity with service delivery targets and maintaining high responsiveness under pressure.
Experience managing support requests from multiple channels under high-pressure conditions. המשרה מיועדת לנשים ולגברים כאחד.