Posted 17 months ago
Suppor Lead - FinTech
@ Remote People
Canada
Overview
Remote People is hiring a Support Lead for a FinTech firm that powers real-time trading systems. The role leads a globally distributed support and investigation team across Canada and Japan, coordinating 24/7 shift schedules and on-call rotations. The posting describes a hybrid arrangement with 2-3 office days per week.
Responsibilities:
- Lead and manage a global support team across Canada and Asia
- Coordinate international shift schedules and on-call rotations
- Escalate and resolve technical issues affecting trading infrastructure
- Oversee production investigations and drive root cause analysis
- Monitor KPIs and SLAs and drive process improvements
Requirements summary:
- 5+ years in technical support or incident management
- Engineering or computer science background
- Proven leadership of support teams
- Experience with Jira, Zendesk and ITSM practices
- Strong cross-cultural communication skills
Tools & skills
Source and dates
Employer career site / ATS feed · teamtailor
- Employer posting date
- 2025-06-19
- First seen by our source
- 2026-10-09
- Source record updated
- 2026-10-30
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Lead |
| Department | Customer service |
| Experience | 5+ years |
| Manages people | Yes |
| Hours per week | 40 (estimated) |
| Travel | air: none · ground: none |
| Work setting | Office |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Languages | English |
| Education | Bachelor’s degree (preferred) |
| Fields of study | Engineering, Computer Science |
Summary and details written by AI from the posting; the employer’s posting is the authority.
Remote People
Saved company profile
Historical company information from a saved The Jobs API profile (LinkedIn/Crunchbase fields). It is not live-verified; figures may have changed. Missing values remain unknown.
Recruit, employ & incorporate in 150+ countries. EOR from $199/mo. Ranked #1 on G2.
Full company description
The full-lifecycle global employment platform built to recruit, employ, and incorporate. Headquartered in New York, we operate across 150+ countries with owned infrastructure and dedicated human support, now powered by Command Center: the action-taking AI that completes your global HR work in plain language, not just advises on it. Command Center: Our proprietary, action-taking AI. Adjust pay, onboard, amend contracts, run terminations and more in plain language, with local compliance applied inside the flow, experts reviewing every high-impact change, and a full audit trail on everything. EOR: Employ full-time talent compliantly through infrastructure we control. Localized contracts, benefits, equity support, and accurate payroll across 150+ currencies, handled directly. Contractor of Record: Engage contractors worldwide with compliant agreements, proper classification, and on-time payments. Contractor Management: Centralize your existing contractor workforce with compliant onboarding, invoicing, and payments in one platform. Recruit: Source and vet candidates globally through our in-house talent team, ensuring technical and cultural fit before you interview. US PEO: Manage domestic teams with enterprise-grade benefits and HR infrastructure, without the administrative complexity. Global Mobility: Handle visas, work permits, and relocation in-house for seamless international moves. Incorporate: Transition to your own entities when headcount justifies it. We provide the legal and financial roadmap: bank accounts, registrations, and team transfers. Trusted by 3,000+ companies. Every client works with a dedicated account manager. EOR from $199/month. Ranked #1 on G2 for Ease of Use, Best Support, and Best Meets Requirements. One partner. One invoice. 150+ countries.
- LinkedIn followers
- 103,371
- People associated on LinkedIn
- 439
- Reported office locations
- 85 Broad St, New York, NY 10004, US
- Business categories
- Human Resources
- Employee Benefits
- Employment
- Payments
- Recruiting
- Professional Services
- Bookkeeping and Payroll
- Outsourcing
- Staffing Agency
- Other recorded names
- Remote People
- RemotePeople
- Specialties
- Employer of Record
- EOR
- Global Payroll
- Global Hiring
- Remote Hiring
- Global Mobility
- International Recruitment
- Talent Acquisition
- Recruiting
- Contractor Management
- PEO
- HR Outsourcing
- Incorporation
- International Expansion
- Visa and Immigration
- HR Technology
- Workforce Management
- Contractor of Record
- Payroll Services
- and Global Compliance
- Profile identifies a recruitment agency
- Yes
- Reported total investment
- 0
Currency and observation date were not supplied; this is not a current valuation or a funding round.
The full-lifecycle global employment platform built to recruit, employ, and incorporate. Headquartered in New York, we operate across 150+ countries with owned infrastructure and dedicated human support, now powered by Command Center: the action-taking AI that completes your global HR work in plain language, not just advises on it. Command Center: Our proprietary, action-taking AI. Adjust pay, onboard, amend…
| Field | Value |
|---|---|
| Industry | Human Resources Services |
| Company size | 201-500 employees |
| Headquarters | New York, NY |
| Organization type | Privately Held |
| Year founded | 2018 |
| Specialties | Employer of RecordEORGlobal PayrollGlobal HiringRemote HiringGlobal MobilityInternational RecruitmentTalent AcquisitionRecruitingContractor Management |
| Open jobs on Jobsy | 48 |
| View page |
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.
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