Customer Support Team Lead

Core working hours: 10:00-19:00 UAE TimeCoverage: 24/7 shift rotation / Team of 20+ support engineers across multiple regionsAbout the RoleWe 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 ResponsibilitiesLead 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.Requirements5+ 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 assistanceInterview : only 2-stage quick process