Join a leading-edge technology firm that powers real-time trading systems for some of the world's most prominent financial institutions. We're looking for an experienced Support Lead to oversee our Support & Investigation function for a globally distributed team operating across Canada and Japan.

This is a hybrid role based in downtown Toronto (2-3 days per week in office) where you'll play a critical role in delivering world-class support for our capital markets platform, coordinating global shift schedules to ensure seamless 24/7 support coverage that meets both operational and legal requirements across countries.

What You'll Do:

• Lead and manage a high-performing global support team.
• Coordinate international shift schedules and on-call rotations across time zones.
• Ensure timely escalation and resolution of technical issues affecting trading infrastructure.
• Oversee production investigations, analyze performance data and logs, and drive root cause analysis.
• Act as the senior escalation point for complex issues.
• Collaborate closely with DevOps, Engineering, and QA teams to continuously improve support operations.
• Define, document, and optimize support processes and knowledge base materials.
• Monitor KPIs and SLAs, and drive process improvements from client and internal feedback.

What You Bring:

• 5+ years of experience in technical support or incident management, ideally in FinTech or SaaS.
• Engineering or Computer Science background - you're comfortable with logs, SQL, and Linux terminals.
• Proven leadership experience managing support teams in fast-paced environments.
• Excellent interpersonal and cross-cultural communication skills-you'll coordinate with stakeholders globally.
• Experience with support tools such as Jira, Zendesk, and ITSM practices.
• Ability to operate under pressure and handle high-stakes client issues with confidence.

Nice to Have:

• Experience in capital markets, electronic trading systems, or finance.
• Familiarity with FIX protocol, post-trade processes, cloud environments, and containerization (Docker/Kubernetes).
• Arabic or second language proficiency is a plus, but not required.

This is more than just a support role-it's a leadership opportunity in a mission-critical domain. If you're driven by complex problem-solving, thrive in a global environment, and want to make a visible impact in the financial tech space, we want to meet you.