Engineering Support Team Lead
Core
Lead a global team of Support Engineers to own the partner support engine, resolve escalations, and build systems that reduce recurring issues for financial partners.
Role type
Senior Engineering Support Team Lead (hands-on IC with leadership)
Builds
Internal tools, knowledge bases, and playbooks for the support team
Domain
Fintech / Embedded Payments
Required skills
Technical support leadership, root cause analysis, API debugging, SQL, process improvement, stakeholder influence, on-call management
Preferred skills
Fintech industry experience
Technologies
Postman, SQL, support platforms
Responsibilities
Lead and coach a small global team of Support Engineers, own escalations end-to-end, spot recurring issues and partner with Product/Engineering to prevent recurrence, build internal tools and playbooks, monitor SLAs and partner satisfaction metrics, maintain 24/7 coverage readiness, manage onboarding and training
Seniority
Senior, hands-on IC with team leadership
