Remote People
Join a leading-edge technology firm that powers real-time trading systems for some of the world’s most prominent financial institutions. We’re looking for an experienced Support Lead to oversee our Support & Investigation function for a globally distributed team operating across Canada and Japan.
This is a hybrid role based in downtown Toronto (2–3 days per week in office) where you’ll play a critical role in delivering world-class support for our capital markets platform, coordinating global shift schedules to ensure seamless 24/7 support coverage that meets both operational and legal requirements across countries.
What You’ll Do:
- Lead and manage a high-performing global support team.
- Coordinate international shift schedules and on-call rotations across time zones.
- Ensure timely escalation and resolution of technical issues affecting trading infrastructure.
- Oversee production investigations, analyze performance data and logs, and drive root cause analysis.
- Act as the senior escalation point for complex issues.
- Collaborate closely with DevOps, Engineering, and QA teams to continuously improve support operations.
- Define, document, and optimize support processes and knowledge base materials.
- Monitor KPIs and SLAs, and drive process improvements from client and internal feedback.
What You Bring:
- 5+ years of experience in technical support or incident management, ideally in FinTech or SaaS.
- Engineering or Computer Science background – you’re comfortable with logs, SQL, and Linux terminals.
- Proven leadership experience managing support teams in fast-paced environments.
- Excellent interpersonal and cross-cultural communication skills—you’ll coordinate with stakeholders globally.
- Experience with support tools such as Jira, Zendesk, and ITSM practices.
- Ability to operate under pressure and handle high-stakes client issues with confidence.
Nice to Have:
- Experience in capital markets, electronic trading systems, or finance.
- Familiarity with FIX protocol, post-trade processes, cloud environments, and containerization (Docker/Kubernetes).
- Arabic or second language proficiency is a plus, but not required.
This is more than just a support role—it’s a leadership opportunity in a mission-critical domain. If you’re driven by complex problem-solving, thrive in a global environment, and want to make a visible impact in the financial tech space, we want to meet you.
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