Technical Support Team Lead

Responsibilities

• Lead, mentor, and develop a team of L2 B2B Support Engineers to foster a high-performance culture
• Oversee the resolution of complex technical issues escalated from L1 Support
• Act as an escalation point for critical incidents, coordinating with engineering and product teams
• Monitor team performance, KPIs, and SLAs to ensure adherence to support standards
• Drive process improvements and optimize workflows through root cause analysis
• Ensure high-quality B2B client communication and support team onboarding

Requirements

• 2–3+ years of technical support experience, preferably in a B2B environment
• Strong technical skills in troubleshooting complex systems, APIs, integrations, or SaaS platforms
• Solid understanding of support processes, including incident management and SLAs
• Experience collaborating cross-functionally with engineering and product departments
• Excellent English communication skills, both written and verbal
• Strong analytical, problem-solving, and prioritization skills in fast-paced settings

Preferred Qualifications

• Experience with CRM and ticketing systems such as Jira or Intercom
• Basic knowledge of SQL, log analysis, or monitoring tools
• Background in fintech, payments, or other complex technical domains

Benefits

• Remote-first, trust-based culture with no mandatory office days
• Extra time off, including birthday holidays and additional personal/sick days
• Fair and transparent compensation benchmarked to the market
• Opportunities for professional growth and personal development plans
• Fully covered team offsites to meet and collaborate in person

About the Company

Sumsub is a leading full-cycle verification platform that enables scalable compliance. From identity and business verification to ongoing monitoring, our platform helps over 4,000 clients—including Bitpanda, Wirex, and Vodafone—accelerate growth, prevent fraud, and maintain global compliance.