Engineering Support Team Lead

You will lead and develop a small global team of Support Engineers while remaining hands-on with complex issues. You will manage partner escalations through resolution, identify recurring root causes, and coordinate lasting fixes with Product, Engineering, and Operations. You will build internal tools, knowledge bases, and playbooks; monitor service quality, SLAs, and partner satisfaction; support contact-center partners; manage onboarding and training; and participate in an on-call backup roster.

Responsibilities

• Lead, coach, and develop a global team of Support Engineers
• Own partner escalations from initial issue through timely resolution and long-term fixes
• Identify recurring issues and collaborate with Product, Engineering, and Operations to prevent them
• Build internal tools, knowledge bases, and playbooks
• Monitor SLAs, quality, and partner satisfaction metrics and improve team processes
• Maintain readiness for 24/7 coverage and respond to high-priority incidents
• Work with contact-center partners to improve service
• Own onboarding, training, and ongoing team development
• Participate in the on-call backup roster

Requirements

• Native-level written and verbal fluency in English and Hebrew
• Ability to work US hours
• 4+ years of hands-on Support Engineer experience
• 2+ years of technical support team leadership experience
• Knowledge of APIs, Postman, SQL, and support platforms
• Problem-solving and root-cause analysis
• Process improvement
• Ability to influence Product, Engineering, and Operations
• Fintech industry experience

Benefits

• Full Keren Hishtalmut
• Private health insurance
• Dental insurance
• Monthly wellness reimbursement
• Volunteering opportunities