Support Lead

smartTrade Technologies is a software publisher specializing in the trading and finance sector. Its clients primarily include investment banks, stock exchanges, brokers, and pension funds. smartTrade enables real-time computerized management of financial flows among these different stakeholders.

Joining smartTrade means becoming a part of an innovative and international company with offices in Aix-en-Provence, London, Geneva, New York, Toronto, and Tokyo.

Skill development and career progression are top priorities at smartTrade, offering employees numerous opportunities for learning, advancement, and mobility. Sports and their values of teamwork, performance, and dynamism are integral to the company's culture.

Additionally, smartTrade is highly committed to continuously supporting various charitable and environmental initiatives. We are currently looking for a Support Lead, Support & Investigation for our Toronto Office .

Position Overview

The Support Lead, Support & Investigation is responsible for leading the support team and ensuring the timely and high-quality resolution of technical issues for smartTrade’s CBP platform. This role oversees incident management, system investigations, and continuous improvement of support processes, working closely with Engineering, DevOps, and QA teams. The ideal candidate is hands-on, solution-oriented, and passionate about delivering an outstanding client support experience.

Duties and Responsibilities

• Lead and manage the Support & Investigation team, including performance management, coaching, and resource planning (scheduling) to ensure coverage.

• Oversee day-to-day support operations to ensure timely response, escalation and resolution of client-reported issues.

• Conduct and coordinate in-depth investigations of production incidents, analyzing system logs and performance data.

• Serve as the primary escalation point for critical and complex support issues, ensuring clear and timely communication with clients and internal stakeholders.

• Define and maintain support procedures, escalation paths, and knowledge base documentation.

• Collaborate with Engineering and DevOps to identify root causes and implement permanent solutions.

• Monitor and report on support KPIs and SLAs; drive continuous improvement initiatives based on trends and feedback.

• Maintain close communication with clients throughout the incident lifecycle, ensuring transparency and service excellence.

• Participate in the on-call rotation, including shift work and weekend support, and provide after-hours support and monitoring.

• Promote a culture of accountability, collaboration, and client-centric service within the support team.

Qualifications

• 3+ years of experience in a technical support or incident management role, ideally within a SaaS or FinTech environment.

• 1+ year of leadership experience managing a support or operations team.

• Bachelor’s degree in Computer Science, Engineering, or a related field.

• Strong troubleshooting and diagnostic skills with the ability to analyze logs and system behavior.

• Proficient in Linux command line and comfortable working in a terminal-based environment.

• Solid understanding of SQL for data querying and investigation.

• Familiarity with IT service management practices and support ticketing systems (e.g., Jira, Zendesk).

• Excellent interpersonal and communication skills, with the ability to work effectively under pressure.

Nice to Have

• Experience working in the trading or financial services industry.

• Familiarity with FIX protocol and post-trade processes.

• Exposure to cloud technologies, containerization (e.g., Docker, Kubernetes), and scripting (Bash, Python).

• Experience working with globally distributed teams and clients.