Technical Support Team Lead

Job Description:

At Remitly we believe everyone deserves the freedom to access move and manage their money wherever life takes them. Since 2011 weve tirelessly delivered on our promise to customers sending money globally providing secure simple and reliable ways to manage their money ensuring true peace of mind. Whether its supporting loved ones back home growing a business across continents or pursuing new opportunities abroad were not just here to move money were here to move our global customers forward.
Were looking for builders reimaginers and global thinkers who want to work at the intersection of technology trust and transformation. If thats you and youre ready to do the most meaningful work of your careerwe invite you to join over 2800 passionate Remitlians worldwide who are united by our vision to transform lives with trusted financial services that transcend borders.
The team in Israel pushes forward and aims for the stars an energy that has defined us since our early startup days. We hire talents who are passionate about building meaningful products and making a real impact on peoples lives. We invest in promoting their career by providing opportunities challenges and a great flexible work environment.

Were looking for an experienced Technical Support Team Lead to grow our support team responsible for one of Remitlys most critical platforms. This platform powers secure financial features used daily by millions of customers. Your team will handle escalations investigate production issues and work closely with engineering and product to keep systems running smoothly. Youll define support workflows lead incident response and dive deep into infrastructure to solve complex problems. This is a hands-on technical leadership role for someone who excels in high-ownership environments and knows how to balance immediate response with long-term improvements. What will you do

• Lead a team providing Tier 24 technical support for internal and platform-facing services.
• Define support processes and escalation paths that allow the team to operate quickly and efficiently.
• Collaborate with product engineering and support teams to troubleshoot and resolve incidents.
• Act as the first point of contact during outagesevaluate impact coordinate the response and ensure fixes are completed.
• Develop tools and dashboards to enhance visibility into system health and performance.
• Review incoming issues prioritize them and ensure prompt responses.
• Guide escalations to the right teams and provide support where needed.
• Use automation and monitoring tools to detect and address issues before they affect customers.
• Run post-incident reviews to improve incident detection and handling.
• Help prepare systems and teams for new feature launches by setting the right monitoring and alerting.

Requirements

• 3 years of hands-on experience as a technical support engineer or as a developer- essential.
• 2 years of managerial experience for a team of 3 engineers.
• Experience establishing a technical support team and process from the ground up.
• Experience hiring and managing team members across multiple time zones.
• Ability to identify recurring technical issues analyze patterns and design long-term solutions.
• Comfortable exploring SQL data schemas and writing SQL queries using logging tools and monitoring system health.
• Experience with setting priorities following through on complex tasks and tracking multiple threads of work.
• Familiarity with service delivery targets and maintaining high responsiveness under pressure.
• Experience managing support requests from multiple channels under high-pressure conditions.

Advantages:

• Experience using monitoring tools such as Grafana Bugsnag New Relic Logscale Amplitude Apollo Explorer Mode Analytics.
• Experience with cloud-based distributed production system architecture
• Experience with JIRA
• Experience in the FinTech industry - Big advantage

#LI-hybrid

Our Connected Work Culture: Driving Innovation Together

At Remitly we believe that true innovation sparks when we come together. Our Connected Work Culture fosters dynamic in-person collaboration where ideas ignite and challenging problems find solutions faster. For corporate team members we have an in-office expectation of at least 50% of the time monthly typically achieved by coming in three days a week. This creates a consistent meaningful overlap that supports team norms and business needs. Managers also have the flexibility to set higher expectations based on their teams specific needs. These intentional in-office moments are vital for deepening relationships fueling creativity and ensuring your impact is felt where it matters most.

Remitly is an E-Verify Employer

At Remitly we are dedicated to ensuring that our workplace offers equal employment opportunities to all employees and candidates in full compliance with applicable laws and regulations.

#Remitly-Israel

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.