Tech Lead- Support

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++.