Lead - Technical Support Engineer

About Zeta

Next-Gen Banking Tech

Our flagship processing platform - Zeta Tachyon - is the industry’s first modern, cloud-native, and fully API-enabled stack that brings together issuance, processing, lending, core banking, fraud & risk, and many more capabilities as a single-vendor stack. 20M+ cards have been issued on our platform globally.

Zeta is actively working with the largest Banks and Fintechs in multiple global markets transforming customer experience for multi-million card portfolios.

1700+

Learn more @ www.zeta.tech, careers.zeta.tech, Linkedin, Twitter

About the Role:

We are seeking a highly skilled and experienced Team Lead – Technical Support to lead a dynamic team of Technical Support Engineers. This role is critical in ensuring timely and effective technical support to clients, while driving operational excellence and continuous improvement in support processes.

The ideal candidate will have a strong technical foundation—particularly in APIs, SQL, and microservices—and will bring hands-on experience from the Payments or Banking domain. In addition to deep technical expertise, we’re looking for a proactive leader with excellent people management, stakeholder engagement, and customer service skills.

Responsibilities:

• Lead and manage a team of Technical Support Engineers, providing mentorship, guidance, and motivation.
• Actively engage in client support operations including client interactions, troubleshooting, issue triaging, and resolution management.
• Possess deep understanding of Technical Support processes, especially within the Payments and Banking domains.
• Demonstrate strong technical proficiency in APIs, SQL, microservices architecture, and product debugging.
• Ensure timely and professional communication with clients, providing effective resolutions to their technical issues.
• Manage escalated incidents and drive quick resolution while maintaining high customer satisfaction.
• Participate in and lead internal discussions, incident calls, defect triage meetings, and client stakeholder interactions.
• Train team members on product knowledge, processes, and evolving system changes.
• Continuously assess and improve support engineering processes to enhance overall efficiency and product performance.
• Contribute to product documentation and knowledge base by identifying common issues and solutions.
• Foster an inclusive team culture that promotes accountability, growth, and collaboration.
• Coach and prepare team members for advanced roles, promoting their professional development

Skills:

• Proven experience handling customer escalations and providing effective resolutions.
• Ability to manage large volumes of work independently with strong initiative and problem-solving skills.
• Strong stakeholder management and communication abilities.
• Demonstrated people management skills including team motivation, coaching, and performance evaluation.
• Hands-on experience in process optimization and operational leadership in a tech support environment.
• Enthusiastic about working in a fast-paced, tech-driven, and dynamic work culture.

Experience and Qualifications:

• Professionals with 8+ years of experience in Technical Support, with at least 2+ years in a leadership role.
• Prior experience in Payments or Banking domain is mandatory.
• Strong knowledge of APIs, SQL, microservices, and modern troubleshooting tools.

Equal Opportunity:

Zeta is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applicants from all backgrounds, cultures, and communities to apply and believe that a diverse workforce is key to our success