Technical Support Team Lead

Job Description:

At Remitly, we believe everyone deserves the freedom to access, move, and manage their money wherever life takes them. Since 2011, we've tirelessly delivered on our promise to customers sending money globally, providing secure, simple, and reliable ways to manage their money, ensuring true peace of mind. Whether it's supporting loved ones back home, growing a business across continents, or pursuing new opportunities abroad, we're not just here to move money— we're here to move our global customers forward.

We're looking for builders, reimaginers, and global thinkers who want to work at the intersection of technology, trust, and transformation. If that's you and you're ready to do the most meaningful work of your career—we invite you to join over 2,800 passionate Remitlians worldwide who are united by our vision to transform lives with trusted financial services that transcend borders.

The team in Israel pushes forward and aims for the stars, an energy that has defined us since our early startup days. We hire people who are passionate about building meaningful products and making a real impact on people's lives. We invest in promoting our employees' careers by providing opportunities, challenges, and a great flexible work environment.

We're looking for an experienced Technical Support Team Lead to grow our support team responsible for one of Remitly's most critical platforms. This platform powers secure financial features used daily by millions of customers. Your team will handle escalations, investigate production issues, and work closely with engineering and product to keep systems running smoothly. You'll define support workflows, lead incident response, and dive deep into infrastructure to solve complex problems. This is a hands-on technical leadership role for someone who excels in high-ownership environments and knows how to balance immediate response with long-term improvements. What will you do?

• Lead a team providing Tier 2–4 technical support for internal and platform-facing services.
• Define support processes and escalation paths that allow the team to operate quickly and efficiently.
• Collaborate with product, engineering, and support teams to troubleshoot and resolve incidents.
• Act as the first point of contact during outages—evaluate impact, coordinate the response, and ensure fixes are completed.
• Develop tools and dashboards to enhance visibility into system health and performance.
• Review incoming issues, prioritize them, and ensure prompt responses.
• Guide escalations to the right teams and provide support where needed.
• Use automation and monitoring tools to detect and address issues before they affect customers.
• Run post-incident reviews to improve incident detection and handling.
• Help prepare systems and teams for new feature launches by setting the right monitoring and alerting.

Requirements

• 3+ years of hands-on experience as a technical support engineer or as a developer- essential.
• 2+ years of managerial experience for a team of 3+ engineers.
• Experience establishing a technical support team and process from the ground up.
• Experience hiring and managing team members across multiple time zones.
• Ability to identify recurring technical issues, analyze patterns, and design long-term solutions.
• Comfortable exploring SQL data schemas and writing SQL queries, using logging tools, and monitoring system health.
• Experience with setting priorities, following through on complex tasks, and tracking multiple threads of work.
• Familiarity with service delivery targets and maintaining high responsiveness under pressure.
• Experience managing support requests from multiple channels under high-pressure conditions.

Advantages:

• Experience using monitoring tools such as Grafana, Bugsnag, New Relic, Logscale, Amplitude, Apollo Explorer, Mode Analytics.
• Experience with cloud-based distributed production system architecture
• Experience with JIRA
• Experience in the FinTech industry - Big advantage

Our Connected Work Culture: Driving Innovation, Together

At Remitly, we believe that true innovation sparks when we come together. Our Connected Work Culture fosters dynamic in-person collaboration, where ideas ignite and challenging problems find solutions faster. Our work setup offers 3 days in the office and 2 days remote - for most roles. Managers also have the flexibility to set higher expectations based on their team's specific needs. Of course, if you miss us, you can come to the office every day.

Our connected work culture is vital for deepening relationships, fueling creativity, and ensuring your impact is felt where it matters most.

Remitly is an E-Verify Employer

At Remitly, we are dedicated to ensuring that our workplace offers equal employment opportunities to all employees and candidates, in full compliance with applicable laws and regulations.

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.