Description
Join a leading-edge technology firm that powers real-time trading systems for some of the world’s most prominent financial institutions. Were looking for an experienced Support Lead to oversee our Support & Investigation function for a globally distributed team operating across Canada and Japan.<br/><br/>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.<br/><br/>What Youll 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.<br/><br/>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.<br/><br/>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 youre 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.
