Customer Support Team Lead

Core working hours: 10:00-19:00 UAE Time

Coverage: 24/7 shift rotation / Team of 20+ support engineers across multiple regions

About the Role

We are looking for a hands-on Team Lead, Customer Support to lead a technical support team serving clients in the online trading/fintech industry. The role combines complex technical troubleshooting with team leadership, incident management, and process improvement.

Key Responsibilities

• Lead and develop a 24/7 technical support team.
• Manage escalations and resolve complex client issues.
• Troubleshoot connectivity, configuration, trading and platform-related issues.
• Review logs and investigate incidents to identify root causes.
• Coordinate with Development, DevOps, Product and other teams to resolve issues.
• Maintain SLAs, escalation procedures and support documentation.
• Identify recurring issues and improve processes to reduce ticket volumes.
• Monitor team performance and report key support metrics to management.

Requirements

• 5+ years of experience leading a technical/customer support team, ideally in a 24/7 environment.
• Strong knowledge of FX/CFD trading environments and trading technology.
• Hands-on experience with MT4/MT5 and liquidity bridges/aggregation platforms.
• Understanding of liquidity, routing, spreads, swaps, margin, leverage, slippage and rejections.
• Good knowledge of TCP/IP, DNS, ports, firewalls, VPN and network troubleshooting.
• Comfortable with Linux and Windows Server, remote access and log analysis.
• Practical FIX Protocol experience is a strong advantage.
• SQL, monitoring tools or scripting experience is a plus.
• Previous experience with a broker, prop firm, liquidity provider or trading technology company is preferred.
• Excellent written and spoken English.
• Strong problem-solving, communication and leadership skills.

Visa: Sponsorship available; no relocation assistance

Interview : only 2-stage quick process