Technical Lead - Support Department

Tech Lead - Support Department

Location: Jerusalem

About the Company:

Fluent provides ultra-low-latency engines for Tier-1 banks globally. We seek a Tech Lead to head our support team, which will involve hands-on support and managing a team of 20 support engineers worldwide. The role includes supporting technical and non-technical end-users and engaging in scripting and documentation projects.

Responsibilities:

• Team Management: Oversee technically an international support team of 20 engineers, including task allocation, and response time management.
• Technical Support: Technical lead for Tier-2/3 support to customers across the US, EU, and Asia.
• Hands-On Work: Engage in hands-on support for a portion of the role, including troubleshooting, issue resolution, and system management.
• Issue Resolution: Take ownership of technical issues and collaborate with the Development group to resolve complex problems as needed.
• System Management: Monitor an operational financial system and perform configuration modifications.
• Documentation: Document troubleshooting steps and problem-resolution procedures.
• Procedure Development: Create and enforce procedures and methodologies, including KPIs and reporting.
• Customer and R&D Collaboration: Work closely with customers and the R&D team.

Requirements:

• 7+ years of experience managing a support team for back-end software.
• Linux knowledge: Log analysis, regular expressions, and process management.
• Experience as a support engineer in production environments.
• Strong background in QA/Integration or development.
• Experience working in a global context.
• Excellent English language skills.
• Must: Availability for occasional work hours between 23:00 and 07:00 IL time.

Preferred:

• Basic SQL knowledge.
• Financial background: FIX protocol, FX trading.
• Scripting skills: bash, python, Perl, Cshell.
• Basic network knowledge: telnet, TCP/IP.
• Experience with ServiceNow.
• Familiarity with Jira, Jenkins.
• Experience with SVN.
• Experience with C++.