Support Lead

Job Description – Support Lead

About the company:

Tyfone, a global leader in the SaaS Digital Banking, Youth Banking, and Digital Payments sectors, is redefining how the world engages with digital finance and payments. Our digital solutions empower individuals, families, and businesses, to simplify and make it easier to manage their financial lives, achieve their financial goals, and improve their financial health. Our solutions power digital services for banks and credit unions across the U.S.

We are an equal-opportunity employer, and we encourage candidates from diverse backgrounds to apply.

Job Summary

We are seeking a seasoned and skilled Engineering Support Lead to join our team. This is a pivotal role where you will be responsible for managing and overseeing our application support functions, including support releases, source code management, and people leadership for our support engineering team. The ideal candidate will also possess strong technical skills, with the ability to contribute directly to code maintenance and bug fixes on our PHP-based web platform.

Responsibilities (Including but not limited to):

• Support & Release Management

  : Lead the planning and execution of all application support releases, ensuring the timely and effective delivery of bug fixes and enhancements to the digital banking platform.

• Ticket Triage & Incident Management

  : Take charge of the

  engineering triage process

  for all incoming support tickets. Your top priority will be to find ways to

  expeditiously handle S1 and S2 (Severity 1 and 2) issues

  , minimizing user impact and ensuring swift resolution.

• Source Code Management

  : implement, and maintain the source code branching strategy and actively manage code quality. This includes conducting thorough

  PR reviews

  to ensure adherence to coding standards, verifying that code has adequate

  unit test cases

  , and confirming that all necessary

  documentation

  is in place to ensure a stable and predictable release pipeline.

• Cross-Functional Collaboration

  :
• Work closely with

  Product Management

  to gain insights into upcoming features and enhancements, ensuring the support team is prepared for new releases.
• Collaborate with the

  Feature Development Engineering

  teams to communicate insights from support tickets, and to provide updates on changes and fixes delivered through support releases.

• Team Leadership & People Management

  : Manage, mentor, and grow a team of support engineers. This includes performance reviews, career development planning, and day-to-day supervision to ensure high team morale and productivity.

• Technical Contribution

  : Actively contribute to the team's technical workload by diagnosing and fixing complex bugs in the

  PHP-based codebase

  for our digital banking platform.

Required Qualifications & Skills

• Experience

  : A minimum of 10 years of experience in software engineering, with at least 2-3 years in a leadership or senior support role.

• Technical Proficiency

  : Expert-level knowledge of

  PHP

  , with hands-on experience in web application development and maintenance. A strong understanding of web technologies (HTML, CSS, JavaScript) is essential.

• Source Control Expertise

  : Deep understanding and practical experience with Git, including advanced branching strategies and pull request workflows.

• Leadership & Communication

  : A proven track record of managing and mentoring engineering teams. Excellent communication and interpersonal skills, with a knack for fostering collaboration across different departments.

• Problem-Solving

  : Exceptional analytical and problem-solving abilities, with a keen eye for detail and a systematic approach to debugging and incident resolution, particularly for high-severity issues.

Desired (but not required) Skills

• Experience with financial technology or digital banking platforms.
• Familiarity with CI/CD pipelines and DevOps practices.
• Experience with other programming languages or frameworks.