Technical Support Team Lead

Sumsub is a leading full-cycle verification platform that enables scalable compliance. From identity and business verification to ongoing monitoring, our platform adapts to different risk appetites and market demands, ensuring global compliance. It allows customizing analytics and workflows with a no-code interface.

Over 4,000 clients — including Bitpanda, Wirex, Avis, Bybit, Vodafone, Duolingo, Kaizen Gaming, and TransferGo — trust Sumsub to accelerate growth, prevent fraud, and maintain compliance worldwide.

Now we are looking for an experienced Team Lead to join our B2B L2 Support Team & manage a group of Technical Support Specialists handling complex client issues across our products and services.

What You Will Be Doing:

• Leading, mentoring & developing a team of L2 B2B Support Engineers, fostering a high performance and accountable culture.
• Overseeing the resolution of complex technical issues escalated from L1 Support, ensuring timely and effective solutions.
• Acting as an escalation point for critical incidents, coordinating with engineering, product & other internal teams.
• Monitoring team performance, KPIs & SLAs, ensuring adherence to support standards.
• Driving process improvements, optimizing workflows, implementing best practices & contributing to root cause analysis and long-term improvements.
• Ensuring high quality B2B client communication, maintaining strong relationships, and supporting onboarding and continuous training of team members.
  

About You:

• 2–3+ years of technical support experience (preferably in B2B) with some leadership or mentoring exposure.
• Strong technical skills, including troubleshooting complex systems, APIs, integrations or SaaS platforms.
• Solid understanding of support processes (incident management, escalations, SLAs).
• Experience collaborating cross-functionally with engineering and product teams.
• Strong analytical, problem-solving, and prioritization skills in fast-paced environments.
• Excellent English communication skills (written and verbal).
  

Nice to have:

• Experience with CRM/ticketing systems (e.g., Jira, Intercom).
• Basic knowledge of SQL, log analysis, or monitoring tools.
• Experience in fintech, payments or other complex technical domains.
  

What We Offer:

• Remote-first, trust-based culture. Work from the place that works best for you. No mandatory office days, no attendance trackers. In some locations, we provide offices or coworking spaces, but the choice is yours.
• Extra time off. Your birthday is a holiday here. Add to that 10 personal days each year, seven sick days without paperwork, and extra time to enjoy Christmas and New Year. Time to rest is part of the deal.
• Work that matters. Our mission is to build a digital world that is secure, accessible and inclusive for everyone. From fighting fraud to making online services easier and safer to use, your work will have a real impact on how people experience trust online.
• Compensation. We offer fair and transparent pay, benchmarked to the market.
• Truly global. We work across continents and time zones, with teammates and customers from all over the world. You will run campaigns that cross borders, cultures, and languages, and see your ideas land worldwide.
• Growth built in. Clear goals, open feedback and personal development plans. We support your progress with learning opportunities and by covering role-specific events, from design conferences to marketing forums.
• Team offsites. Sometimes just Slack is not enough. That is why we meet in person a few times a year. Trips are fully covered, so you can meet, collaborate, and recharge together.
• Getting you set up. We make sure you have access to the tools and hardware you need to do your work well.
• Friendly by design. Our logo is a dog for a reason. We keep things human, open and kind. We welcome individuality, quirks and different perspectives, because that is what makes our work smarter and more fun.
  

The hiring stages: TA screening -> Hiring Manager Interview

Sounds like a great opportunity for your career development? Then go ahead and apply!

We are a global community of innovators, creators, and thinkers, and we believe that diversity fuels our innovation. Sumsub is proud to be an equal opportunity employer, committed to building a diverse and inclusive workforce. We welcome applications from people of all backgrounds, cultures, genders, experiences, abilities and perspectives. Join us in shaping the future inclusively.