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Engineering Support Team Lead
Cross River. Lead, coach, and develop a small global team of Support Engineers in the US and Israel .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading and developing technical support teams while ensuring high-quality service delivery and effective problem resolution. Proficient in managing escalations, process improvements, and maintaining operational readiness in a fast-paced environment.
Highest-signal resume keywords
Team LeadershipTechnical Support ManagementAPI ProficiencyProblem-SolvingFintech Industry Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Support EngineeringProcess ImprovementRoot-Cause AnalysisSQLAPIs
Soft Skills
CoachingCommunicationInfluencing
Tools & Technologies
PostmanSupport Platforms
Industry Keywords
FintechSLA Monitoring24/7 CoverageKnowledge Base Development
Tech Stack
Tools & technologiesSQL
About the role
Key responsibilities & impact- Lead, coach, and develop a small global team of Support Engineers in the US and Israel
- Own escalations end to end, driving timely resolution and long-term fixes
- Identify recurring issues and partner with Product, Engineering, and Operations to prevent recurrence
- Build internal tools, knowledge bases, and playbooks
- Monitor SLAs, quality, and partner satisfaction metrics and adjust team processes
- Maintain readiness for 24/7 coverage and remain composed during high-priority incidents
- Work with contact-center partners to improve service
- Own onboarding, training, and ongoing team development
- Participate in the on-call backup roster
Requirements
What you’ll need- Native-level fluency in both English and Hebrew, written and verbal
- Ability to work US hours
- 4+ years as a hands-on Support Engineer
- 2+ years leading a technical support team
- Comfort with APIs, Postman, SQL, and support platforms
- Strong problem-solving with a bias toward process improvement and root-cause work
- Proven ability to influence Product, Engineering, and Operations
- Fintech industry experience is a big plus
Benefits
Comp & perks- Full Keren Hishtalmut
- Private health and dental insurance
- Monthly wellness reimbursement
- Volunteering opportunities