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Thunes is a global fintech platform enabling real-time money movement across 130+ countries and 80+ currencies. The company operates a Direct Global Network connecting to 7+ billion mobile wallets and bank accounts via 350+ payment methods, serving major clients like Uber, Deliveroo, Grab, and WeChat.
As Technical Support Engineer Lead based in Singapore, you will lead and manage a squad of technical support engineers across the APAC region. This role reports to the Technical Operations Team Lead (Global) and sits at the intersection of reactive incident management and proactive reliability engineering.
Key responsibilities include:
**Team Leadership:** Lead and develop the APAC technical support team across multiple regions. Set clear priorities, performance metrics, and development goals. Foster a culture of ownership, curiosity, and continuous improvement.
**Technical Troubleshooting & Investigation:** Conduct in-depth investigations across applications, APIs, databases, and batch processes. Analyze logs, metrics, and data to identify root causes and validate fixes. Troubleshoot issues across system layers (application, infrastructure, and data). Act as escalation point for critical production issues.
**Log & Data Analysis:** Perform deep log analysis and data validation to trace issues and detect anomalies. Investigate financial and reconciliation discrepancies with technical root causes.
**Cross-Team Collaboration:** Partner with Engineering, Product, and Treasury teams to resolve complex issues. Translate operational problems into actionable technical insights.
**Documentation & Continuous Improvement:** Maintain troubleshooting guides, runbooks, and knowledge base. Drive long-term reliability improvements through automation and architectural insights.
The Technical Operations team acts as the higher escalation tier for L1 and NOC teams, specializing in deep technical investigation and resolution of complex, high-impact operational issues affecting partners and internal systems. This role requires analytical thinking, hands-on debugging expertise, and the ability to dissect systems across multiple layers.
