Technical Support Lead

Job Title: Technical Support Lead

About Us

Were building the future of crypto futures trading at Pi42. Join us in creating a reliable, high-performance platform that delivers exceptional user experience.

Job Summary

We are looking for a Technical Support Lead to manage and scale our technical support function. You will lead the support team, handle critical escalations, improve support processes, and work closely with Customer Support, Product, and Engineering teams to ensure seamless platform performance and customer satisfaction.

Key Responsibilities

Lead and mentor the Technical Support team, ensuring strong service delivery and operational excellence.

Own incident management, escalations, root cause analysis, and resolution for platform issues.

Oversee technical support for Pi42s mobile and web applications.

Manage database performance, troubleshooting, and system reliability.

Build SOPs, technical documentation, and knowledge-sharing frameworks.

Coordinate with vendors, third-party providers, and internal teams for integrations and issue resolution.

Drive process improvements, SLA adherence, and support efficiency.

Train internal teams and support customers on technical platform usage.

Requirements

Bachelors degree in Computer Science, IT, or related field.

47 years of experience in technical/application support or IT operations, with leadership experience preferred.

Experience in fintech, crypto, or high-availability platforms is a plus.

Knowledge of React/Next.js, Node.js/NestJS, SQL/NoSQL, and database optimization.

Familiarity with AWS/GCP, Docker, Kubernetes, and ticketing systems preferred.

Excellent troubleshooting, stakeholder management, and team leadership skills.

Strong communication skills and ability to work in fast-paced environments.

Preferred Traits

Customer-focused mindset

Strong ownership and problem-solving ability

Process-driven leadership

Passion for fintech/crypto innovation