Tier 2 Team Lead

Description

About ThetaRay:

ThetaRay is a trailblazer in AI-powered Anti-Money Laundering (AML) solutions, offering cutting-edge technology to fintech's, banks, and regulatory bodies worldwide. Our mission is to enhance trust in financial transactions, ensuring compliant and innovative business growth. Our technology empowers customers to expand into new markets and introduce groundbreaking products.

ThetaRay is a culture-driven company. Our values are at the heart of our success. By joining us, you'll have the opportunity to embody these values and inspire others through your actions.

Why Join ThetaRay?

At ThetaRay, you will be part of a dynamic global team committed to redefining the financial services sector through technological innovation. You will contribute to creating safer financial environments and have the opportunity to work with some of the brightest minds in AI, ML, and financial technology. We offer a collaborative, inclusive, and forward-thinking work environment where your ideas and contributions are valued and encouraged.

Join us in our mission to revolutionize the financial world, making it safer and more trustworthy for millions worldwide. Explore exciting career opportunities at ThetaRay – where innovation meets purpose.

We are looking for a Tier 2 Support Team Lead to join our growing Global Support organization. This position will be based in Madrid and will manage a global Tier 2 team spread across Spain, Israel, and the US. The Tier 2 Support Team Lead is responsible for overseeing the resolution of technical issues, leading a team of support engineers, and actively participating in handling tickets. The ideal candidate will have a blend of technical expertise, leadership experience, and exceptional problem-solving skills.

Responsibilities

Team Leadership:

• Manage and mentor a global Tier 2 support team, ensuring they are motivated and well-equipped to handle support cases.
• Set team goals, monitor performance, and provide regular feedback to team members.
• Foster a collaborative and high-performance team culture.

Hands-On Support:

• Handle technical escalations and resolve complex issues that are escalated from the NOC and Tier 1 support.
• Engage directly with customers on multiple issues, providing clear and concise communication throughout the life cycle of the case.
• Participate in the global On Call rotation and assist in peak times.

Customer Engagement:

• Act as a point of contact for customer escalations, ensuring issues are resolved efficiently.
• Support customers during the onboarding, implementation, and production phases, including incidents and deployments.

Process Improvement:

• Work closely with the Tier 3 Engineers and escalate issues according to established escalation flows.
• Document solutions and best practices to assist other support teams and reduce future escalations.
• Monitor and improve key performance indicators (KPIs) and service level agreements (SLAs) both internally and externally.

Product Expertise:

• Stay up-to-date on new features and become a product expert to better serve customers and guide the team.

Requirements

• Minimum of 4+ years of experience in a Technical Support organization, with at least 2 years in a leadership role - must
• Experience managing a distributed team across multiple time zones.
• Strong technical background, with hands-on experience in SysAdmin on Linux environments and networking - an advantage.
• Familiarity with Kubernetes administration (Azure AKS, RedHat OCP) and SQL databases - an advantage.
• Hands-on experience with version-control tools such as GIT/BitBucket.
• Excellent analytical and troubleshooting skills, with a proven ability to solve complex technical problems.
• Business-oriented and able to work effectively with external customers and cross-functional teams.
• Strong communication skills and fluent in English - must.
• Team player with a proactive and collaborative approach to problem-solving