Tech Lead- Support

Tech Lead - Support DepartmentLocation: JerusalemAbout 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++.