FinTech Client #1 | Technical Support Team Lead

On behalf of FinTech Client #1 SD Solutions is looking for a talented Technical Support Team Lead to step onto a fintech unicorn rocketship!

SD Solutions is a staffing company operating globally. Contact us to get more details about the benefits we offer.

As a Technical Support Team Lead you will oversee an Engineering Support team while remaining hands-on about 50% of the this role youll play a pivotal part in driving seamless daily operations ensuring timely and effective ticket resolution and fostering the growth and development of your team. Reporting to the Engineering Support Manager/Senior Manager you will serve as a vital bridge between our engineering teams customers and leadership with primary coverage across the US/LATAM time zones.

Responsibilities:

• Mentor and support your team members providing guidance on complex technical issues and designing onboarding processes for new hires. Youll be responsible for building and managing the teams shift schedule to ensure proper coverage.
• Oversee ticket assignments and prioritization to meet service-level agreements (SLAs). Youll handle escalations from the Operations team management and/or customers ensuring prompt and effective resolution.
• Take ownership of customer-specific projects coordinating with relevant stakeholders to drive them from start to finish. Youll work closely and report to global managers to ensure alignment across domains and support cross-team initiatives.
• Actively work on technical tickets and use your strong technical background to guide the team in troubleshooting complex cases.
• Engage directly with customers on high-priority issues and provide timely updates to leadership on progress and critical issues. Youll lead the preparation of RCA documents for major incidents ensuring clear and timely communication.
• Proactively identify process gaps propose solutions and drive initiatives to improve efficiency and documentation.

Requirements:

• 35 years of experience in Support or Technical Support or a related field.
• At least 2 years of proven leadership experience in a technical support or engineering team preferably in a SaaS environment.
• Strong technical troubleshooting skills.
• Excellent written and verbal communication skills in both English and Spanish.
• You are assertive decisive and confident with the ability to perform under pressure and manage multiple escalations. Youre also resilient and solution-oriented in challenging situations.
• A strong sense of ownership and accountability with the ability to work independently and thrive in a fast-paced environment.
• Availability to assist with critical Sev 1 issues outside of standard working hours when needed.

About the company:

A well-funded fintech unicorn operating a cloud-based global payables automation platform. Enterprises use it to streamline supplier payments mass payouts and AP operations across international markets replacing manual finance processes with automated audit-ready workflows.

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