Support Lead

About Us:

Support

Who You Will Work With:

Our client is a globally recognized technology company delivering IT services, consulting, and business solutions. They partner with leading organizations worldwide to drive digital transformation, leveraging innovation and deep industry expertise to solve complex business challenges.

The Production Support Team are experts in the technical architecture of Cassini as well as the software’s functionality. Within this team the Support Lead, APAC is responsible for triaging client issues and ensuring queries are resolved within SLAs and to a high level of quality. You will use your technical knowledge to help others in the team as well as deal with escalated/ higher priority client queries. As a Support Lead, you will report to the Head of Support (based in London).

Core Responsibilities:

• Promote the strategic direction of the team, aligning individual projects with broader goals and initiatives.
• Enforce support processes to ensure adherence to client SLAs and high-quality issue resolution.
• Manage, mentor, and motivate team members, fostering a culture of continuous learning and professional development.
• Liaise with UK-based stakeholders to ensure alignment with business and technical objectives.
• Champion and enforce technical standards across the support function.
• Oversee and triage support queries, managing team workload and response criteria.
• Communicate effectively with clients and stakeholders regarding incidents, planned/unplanned downtime, upgrades, and releases.
• Diagnose and troubleshoot software issues, providing hands-on support where needed.
• Identify and track bugs through to resolution, collaborating with Product, QA, and Development teams.
• Coordinate the creation and delivery of client-facing documentation and training materials.
• Continuously assess and improve support processes, procedures, and standards to enhance team efficiency.
• Develop and maintain subject matter expertise in relevant products and technologies, offering guidance to the team and internal stakeholders.
• Assist with hiring, onboarding, and development of new team members.

Tech Stack:

Work with an exciting, modern stack built for scale, reliability, and productivity. To be successful in this role, you’ll need solid experience with most of the core tools, platforms and technologies we work with:

• Linux / Command Line
• SQL
• AWS (ECS, S3, Lambda, RDS)
• Python
• Docker
• GitLab
• Jira / Confluence
• Generative AI tools

Required Qualifications & Experience

• University degree in a STEM subject from a reputable institution
• 8+ years of professional support engineer experience
• 2+ years in a lead / management role
• Proven experience liaising with remote stakeholders
• Familiarity with our tech stack or equivalent technologies
• A basic understanding of financial markets and derivative products

Skills & Competencies

• Excellent teamwork skills.
• Professional fluency in English (both written and spoken)
• Excellent interpersonal and communication skills, with the ability to collaborate effectively across global teams and time zones.
• An analytical mindset with a focus on problem-solving and continuous improvement.
• Outstanding organisational and time management skills, with the ability to multi-task effectively.
• A desire to take on responsibility and make a difference.

How to Apply

james.a@dabster.net