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Engineering Support Team Lead
About The Position
We are
At Cross River, we're building the financial infrastructure that powers global innovation. With our cutting-edge suite of embedded payments, cards, and lending solutions, we enable millions of businesses and consumers to transact seamlessly and securely.
With 900+ employees worldwide and an R&D center of over 180 employees in Jerusalem - we’re reshaping how financial technology is developed and delivered. .
The Role
Engineering Support Team Lead
Hands-on lead for a small, high-impact support team
We’re looking for an Engineering Support Team Lead who thinks beyond tickets. You’ll own the partner support engine: turn short-term fixes into lasting systems, keep partners confident, and still get your hands dirty when the hard issues land.
This is not a pure people-manager seat. You’ll lead a small team, stay close to the work, and be the person who stays calm when everything is on fire.
Who You Are
- A take-charge leader who mentors people well and still rolls up their sleeves
- Strong people and soft skills: you listen, coach, set clear expectations, and keep the team aligned under pressure
- Someone who sees the big picture: tickets are symptoms; you look for patterns, root causes, and what will actually reduce pain for partners
- Partner-obsessed: you measure success by partner satisfaction, not just ticket volume
- Tech-comfortable: you can read API docs, fire off Postman requests, query SQL, and debug with the team when needed
- Composed and decisive when services are mission-critical
What You’ll Actually Be Doing
- Lead, coach, and develop a small global team of Support Engineers (US and Israel)
- Own escalations end to end: drive timely resolution and lock in long-term fixes
- Spot recurring issues and partner with Product, Engineering, and Operations so the same problems stop coming back
- Build internal tools, knowledge bases, and playbooks so the team can work consistently without you in every thread
- Watch the metrics that matter (SLAs, quality, partner satisfaction) and adjust how the team works
- Keep 24/7 coverage ready and stay composed during high-priority incidents
- Work with contact-center partners to raise the bar on service
- Own onboarding, training, and ongoing development so the team gets stronger over time
- Participate in on-call backup roster
Requirements
What You Bring to the Table
- Native-level fluency in both English and Hebrew (written and verbal) - Must
- Ability to work US hours — required
- 4+ years as a hands-on Support Engineer — required
- 2+ years leading technical support team — required
- Comfort with APIs, Postman, SQL, and support platforms
- Strong problem-solving with a bias toward process improvement and root-cause work
- Proven ability to influence Product, Engineering, and Operations
- Fintech industry experience — big plus !
Why You’ll Love Working Here
You’ll be part of a driven, collaborative organization that takes pride in solving challenges and delivering an exceptional experience to our customers. With access to full Keren Hishtalmut, private health and dental insurance, monthly wellness reimbursement, volunteering opportunities, and more - you’ll have the support you need to grow and thrive.
Next Step
Hit Apply!