Technical Support Team Lead (Fintech)

TL;DR

Technical Support Team Lead (Fintech/SaaS): Managing a group of L2 B2B Support Engineers handling complex client issues and technical escalations with an accent on team mentoring, KPI/SLA monitoring, and cross-functional coordination. Focus on optimizing support workflows, resolving critical technical incidents, and ensuring high-quality B2B client communication.

Location: Remote (Global)

Company

Leading full-cycle verification platform enabling scalable compliance for over 4,000 clients globally.

What you will do

• Lead and mentor a team of L2 B2B Support Engineers to foster a high-performance culture.
• Oversee the resolution of complex technical issues escalated from L1 support.
• Act as an escalation point for critical incidents, coordinating with engineering and product teams.
• Monitor team performance, KPIs, and SLAs to ensure support standards.
• Drive process improvements and root cause analysis to optimize workflows.
• Manage high-quality B2B client communication and support team onboarding.

Requirements

• 2-3+ years of technical support experience, preferably in B2B.
• Prior experience in leadership or mentoring.
• Strong technical skills in troubleshooting APIs, integrations, and SaaS platforms.
• Solid understanding of incident management and SLA processes.
• Experience collaborating with engineering and product teams.
• Excellent English communication skills (written and verbal)

Nice to have

• Experience with CRM/ticketing systems like Jira or Intercom.
• Basic knowledge of SQL, log analysis, or monitoring tools.
• Experience in fintech, payments, or similar complex technical domains.

Culture & Benefits

• Remote-first culture with no mandatory office days or attendance trackers.
• Generous time off, including birthdays, 10 personal days, and 7 sick days.
• Global environment with teammates and customers across continents.
• Professional growth via clear goals, feedback, and learning budget for events.
• Fully covered team offsites for in-person collaboration.
• Provision of necessary tools and hardware.

Hiring process

• TA screening.
• Hiring Manager Interview.