[Hiring] Technical Support Team Lead @Sumsub

Role Description

Now we are looking for an experienced Team Lead to join our B2B L2 Support Team & manage a group of Technical Support Specialists handling complex client issues across our products and services.

• Leading, mentoring & developing a team of L2 B2B Support Engineers, fostering a high performance and accountable culture.
• Overseeing the resolution of complex technical issues escalated from L1 Support, ensuring timely and effective solutions.
• Acting as an escalation point for critical incidents, coordinating with engineering, product & other internal teams.
• Monitoring team performance, KPIs & SLAs, ensuring adherence to support standards.
• Driving process improvements, optimizing workflows, implementing best practices & contributing to root cause analysis and long-term improvements.
• Ensuring high quality B2B client communication, maintaining strong relationships, and supporting onboarding and continuous training of team members.

Qualifications

• 2–3+ years of technical support experience (preferably in B2B) with some leadership or mentoring exposure.
• Strong technical skills, including troubleshooting complex systems, APIs, integrations or SaaS platforms.
• Solid understanding of support processes (incident management, escalations, SLAs).
• Experience collaborating cross-functionally with engineering and product teams.
• Strong analytical, problem-solving, and prioritization skills in fast-paced environments.
• Excellent English communication skills (written and verbal).

Requirements

• Experience with CRM/ticketing systems (e.g., Jira, Intercom).
• Basic knowledge of SQL, log analysis, or monitoring tools.
• Experience in fintech, payments or other complex technical domains.

Benefits

• Remote-first, trust-based culture.
• Extra time off: Your birthday is a holiday here, plus 10 personal days each year, seven sick days without paperwork, and extra time to enjoy Christmas and New Year.
• Work that matters: Contribute to a secure, accessible, and inclusive digital world.
• Compensation: Fair and transparent pay, benchmarked to the market.
• Truly global: Work across continents and time zones with a diverse team.
• Growth built in: Clear goals, open feedback, and personal development plans.
• Team offsites: In-person meetings a few times a year, fully covered.
• Getting you set up: Access to the tools and hardware you need.
• Friendly by design: A welcoming and inclusive work environment.