Technical Support Lead (L2)

Who Are We? At AegeanLabs, we develop next-generation fintech and operational technologies for global financial institutions and multi-asset brokerage firms. Our ecosystem includes advanced risk management, reporting, liquidity bridge, and operational support solutions designed to simplify complex financial workflows. By combining artificial intelligence, real-time monitoring, modern infrastructure, and data-driven decision-making processes, we help institutions operate more efficiently, respond faster, and scale confidently in dynamic market environments. Job Description We are looking for a Technical Support Lead (L2) who will lead the 24/7 support operation processes of our Riskman, Harmony, and Echo products. In this role, you will be responsible for ensuring uninterrupted operations, managing incident and triage processes, coordinating teams, and properly managing customer communication during critical situations. Responsibilities: Proactively monitor alarms and logs for the Riskman, Harmony, and Echo product groups; identify the root cause of technical issues and ensure proper routing (triage) to the relevant teams (Development, Database, Infrastructure). (System and Strategy Setup): Design technical support workflows, escalation processes, and operational strategy from scratch. Manage the shift schedules, work discipline, and professional development of junior teams within the organization. Make decisions regarding the software and monitoring tools (Ticketing, Monitoring, Communication) to be used in support processes and take ownership of process management. Manage end-to-end customer communication during critical-level (Severity 1) incidents. Periodically report error types and resolution processes; manage data entry for frequently asked questions (FAQ) and the solution knowledge base. When a request is received or a system alert occurs, proactively initiate the resolution process before it impacts the customer and supervise rapid response actions. Preferred Qualifications: Minimum 5+ years of experience in technical support and operational process management within the Fintech or SaaS industry. Ability to manage teams and maintain operational discipline and authority. Advanced level of English proficiency (written and spoken). Technical literacy at a level sufficient to understand and interpret SQL and API outputs. Experience with ticketing, monitoring, and incident management processes. Experience with monitoring tools. Nice To Have: Experience working in Trading, FX, and Risk Management fields. Ability to mentor team members with a focus on development and knowledge sharing. What We Offer: Private Health Insurance Sports Card Support Professional Development and Training Fund International and Dynamic Working Environment Sustainable Benefits and Employee Support Career Opportunity in Global FinTech Projects