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 Support & Investigation function for a globally distributed team operating across Canada and Japan
This is a hybrid role (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, scheduling and legal requirements across countries.
What You'll Do:
Lead and manage a high-performing global support team - this is a global leadership position with your team in Canada and Asia
Coordinate international shift schedules and on-call rotations across time zones to ensure 24/7 support for clients
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, Turkish 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.
RemotePeople is an international recruitment agency and Employer of Record (EOR) that simplifies global hiring. We empower businesses to recruit, hire, pay, and manage top talent in over 150 countries without the need to set up a local entity.
Our unique Recruitment + EOR solution combines expert talent sourcing with seamless international employment, handling everything from compliance and payroll to local HR. We eliminate the complexities of global expansion, allowing you to build your team with confidence and speed.
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Leverage our in-house recruitment team to source, attract, and vet top talent globally. We don’t outsource—our dedicated recruiters work directly with you to find the right candidates.
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Compliantly hire employees in 150+ countries while we manage all local legal and HR responsibilities.
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Offer accurate, multi-currency payroll and competitive, locally-compliant benefits packages for your team.
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Onboard, manage, and pay international contractors in full compliance with local worker classification laws.
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Conduct thorough and compliant background screenings on candidates to ensure trust and security.
The Framework for Confident Global Hiring
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Enjoy clear, straightforward pricing and processes—no hidden surprises.
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Build trust and loyalty with reliable, on-time payroll for your global team.
