Technical Support Engineer Lead

Team Leadership

• Lead and develop APAC team of Technical Support Engineers across multiple regions. - Set clear priorities, performance metrics, and development goals. - Foster a culture of ownership, curiosity, and continuous improvement. Technical Troubleshooting & Investigation

• Conduct in-depth investigations across applications, APIs, databases, and batch processes. - Analyse logs, metrics, and data to identify root causes and validate fixes. - Troubleshoot issues across system layers (application, infrastructure, and data). - Act as escalation point for critical production issues, ensuring timely resolution. Log & Data Analysis

• Perform deep log analysis and data validation to trace issues and detect anomalies. - Investigate financial and reconciliation discrepancies with technical root causes. Cross-Team Collaboration

• Partner with Engineering, Product, and Treasury teams to resolve complex issues. - Translate operational problems into actionable technical insights. Documentation & Continuous Improvement

• Maintain troubleshooting guides, runbooks, and knowledge base. - Identify recurring issues and drive automation and systemic improvements. Professional Skills and Qualifications

Technical Expertise

• Knowledge in data manipulation using SQL queries and file handling. - Ability to read and comprehend code (e.g., for troubleshooting and understanding system logic). - Familiarity with API concepts and usage for integration and troubleshooting. - Experience with SFTP protocols. - Knowledge of Jira for issue tracking and project management. - Basic understanding of financial concepts, settlements, and reconciliation processes. Problem-Solving & Analytical Skills

• Proven ability to analyse and investigate complex technical issues, implementing effective detection and resolution strategies. - Strong capacity to dive into intricate business problems and translate them into technical investigations. - A track record of setting up and utilising monitoring indicators to ensure system health and performance. - Ability to precisely define needs for control mechanisms, industrialisation, and automation. Team Leadership, Organisational & Interpersonal Skills

• Exceptional organisational skills with the ability to set up and maintain systematic follow-up processes for controlled elements (e.g., reporting, spreadsheets). - Demonstrate flexibility and a proactive approach to evolving needs and a rapidly changing FinTech environment. - Excellent communication skills, both written and verbal, for interacting with partners and internal teams (implied from Zendesk interactions). Sound like you? Apply now!