Job Description

Remitly's vision is to transform lives with trusted financial services that transcend borders. Since 2011, we have been tirelessly delivering on our promises to people who send money around the world. Today, we are reimagining global financial services and building products that extend beyond traditional barriers to give customers access to more of the services they need, no matter where they call home. Join over 2,700 employees worldwide who are growing their careers with purpose and connection with our customers while having a positive impact on millions of people around the globe.The team in Israel pushes forward and aims for the stars. We hire top talents and invest in promoting their career by providing opportunities, challenges, and a great work environment that places an important emphasis on work-life balance.

We're looking for an experienced Technical Support Team Lead to grow our support team responsible for one of Remitly's 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 2–4 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 during outages—evaluate impact, coordinate the response, and ensure fixes are completed.
• Develop tools and dashboards to enhance visibility into system health and performance.
• Review incoming issues, prioritize them, and ensure prompt responses.
• Guide escalations to the right teams and provide support where needed.
• Use automation and monitoring tools to detect and address issues before they affect customers.
• Run post-incident reviews to improve incident detection and handling.
• Help prepare systems and teams for new feature launches by setting the right monitoring and alerting.
  
  

Requirements

• 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.
  
  

Advantages

• Experience using monitoring tools such as Grafana, Bugsnag, New Relic, Logscale, Amplitude, Apollo Explorer, Mode Analytics.
• Experience with cloud-based distributed production system architecture
• Experience with JIRA
• Experience in the FinTech industry - Big advantage
  
  

Equal employment opportunity has been, and will continue to be, a fundamental principle at Remitly. We are committed to nondiscrimination across our global organization and in all of our business operations. Employment is determined based upon personal capabilities and qualifications without discrimination on the basis of race, creed, color, religion, sex, gender identification and expression, marital status, military status or status as an honorably discharge/veteran, pregnancy (including a woman's potential to get pregnant, pregnancy-related conditions, and childbearing), sexual orientation, age (40 and over), national origin, ancestry, citizenship or immigration status, physical, mental, or sensory disability (including the use of a trained dog guide or service animal), HIV/AIDS or hepatitis C status, genetic information, status as an actual or perceived victim of domestic violence, sexual assault, or stalking, or any other protected class as established by law.#Remitly-Israel

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.