Thunes
FinTech
TechnicalSupportEngineerLead
Neural analysis suggests this role is
optimal for Lead candidates.
“Technical Support Engineer Lead at Thunes. Skills: Technical Support, Team Leadership, Troubleshooting, Investigation, API, SQL, SFTP, Jira. Leading and managing a squad of technical support engineers. Ensuring the stability, performance, and integrity of our global payment platform”
What You'll Achieve.
Ensuring the stability, performance, and integrity of our global payment platform; Timely resolution of critical production issues; Long-term reliability improvements
Industry & Context.
Proven ability to analyse and investigate complex technical issues, implementing effective detection and resolution strategies; Capacity to dive into intricate business problems and translate them into technical investigations
What They're Looking For.
Must Have
Knowledge in data manipulation using SQL queries and file handling, Ability to read and comprehend code (e. g. , for troubleshooting and understanding system logic), Familiarity with API concepts and usage for integration and troubleshooting, Experience with SFTP protocols, Knowledge of Jira for issue tracking and project management, Basic understanding of financial concepts, settlements, and reconciliation processes, Proven ability to analyse and investigate complex technical issues, implementing effective detection and resolution strategies, Capacity to dive into intricate business problems and translate them into technical investigations, A track record of setting up and utilising monitoring indicators to ensure system health and performance, Ability to precisely define needs for control mechanisms, industrialisation, and automation, Exceptional organisational skills with the ability to set up and maintain systematic follow-up processes for controlled elements (e. g. , reporting, spreadsheets), Demonstrate flexibility and a proactive approach to evolving needs and a rapidly changing FinTech environment, Excellent communication skills, both written and verbal, for interacting with partners and internal teams
What You'll Do.
Leading and managing a squad of technical support engineers
Ensuring the stability
and integrity of our global payment platform
Acting as the higher escalation tier for L1 and NOC teams
Deep technical investigation and resolution of complex
high-impact operational issues affecting our partners and internal systems
Hands-on debugging expertise
Ability to dissect systems across application
Conduct in-depth investigations across applications
and data to identify root causes and validate fixes
Troubleshoot issues across system layers (application
Act as escalation point for critical production issues
ensuring timely resolution
Perform deep log analysis and data validation to trace issues and detect anomalies
Investigate financial and reconciliation discrepancies with technical root causes
Maintain troubleshooting guides
Identify recurring issues and drive automation and systemic improvements
How You'll Work.
Team & Collaboration
Collaborating with household names in the FinTech space; Partnering closely with Engineering, Product, and Infrastructure teams to resolve incidents and uncover root causes; Partner with Engineering, Product, and Treasury teams to resolve complex issues; Translate operational problems into actionable technical insights; Interacting with partners and internal teams
Communication Scope
Excellent communication skills, both written and verbal
Process & Methodology
Set clear priorities, Performance metrics, Development goals, Systematic follow-up processes
Full Job Description
About Thunes Thunes is the Smart Superhighway for money movement around the world. Thunes’ proprietary Direct Global Network allows Members to make payments in real-time in over 130 countries and more than 80 currencies. Thunes’ Network connects directly to over 7 billion mobile wallets and bank accounts worldwide, via more than 350 different payment methods, such as GCash, M-Pesa, Airtel, MTN, Orange, JazzCash, Easypaisa, AliPay, WeChat Pay and many more. Thunes’ Direct Global Network differentiates itself through its worldwide reach, in-house Smart Treasury Management Platform and Fortress Compliance Infrastructure, ensuring Members of the Network receive unrivalled speed, control, visibility, protection, and cost efficiencies when making real-time payments globally. Members of Thunes’ Direct Global Network include gig economy giants like Uber and Deliveroo, super-apps like Grab and WeChat, MTOs, fintechs, PSPs and banks. Headquartered in Singapore, Thunes has offices in 14 locations, including Barcelona, Beijing, Dubai, London, Manila, Nairobi, Paris, Riyadh, Atlanta, San Francisco, Sao Paulo and Shanghai. For more information, visit: https://www.thunes.com/ Context of the role Based in our Singapore office, as the Technical Support Engineer Lead who is leading and managing a squad of technical support engineers, becoming a vital part of a team dedicated to ensuring the stability, performance, and integrity of our global payment platform. This position reports to Technical Operations Team Lead (Global), it offers an exciting opportunity to operate on an international stage, collaborating with household names in the FinTech space, and contribute to a rapidly growing company that is genuinely impacting lives in both developed and emerging markets. Our Technical Operations team plays a critical role in safeguarding the reliability, integrity, and performance of our platform. Acting as the higher escalation tier for L1 and NOC teams, we specialize in deep technical i
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