Team Lead - Application Support Engineer

Team Lead - Application Support Engineer
Location: Remote
Employment Type: Full-time

About PrimeXM:
PrimeXM is an award-winning technology provider to the global financial industry. Our key business focus is providing cutting-edge aggregation software, ultra-low-latency connectivity, institutional-grade hosting solutions, and high-end MT4/MT5 bridging. Over 250 financial institutions worldwide choose PrimeXM as their trusted technology partner. Established in 2010, we operate from offices in Dubai, Limassol, and Shanghai. We pride ourselves on having a talented and dynamic workforce, comprising professionals from 22 nationalities.

Position Overview:
We are looking for a highly skilled and experienced Team Lead - Application Support Engineer to lead our application support team. This role requires a technical expert with excellent leadership abilities who can manage support operations, resolve complex issues, and ensure client satisfaction. The ideal candidate will have a strong technical background, relevant experience, and a proven track record of mentoring teams in a fast-paced environment.

Main Responsibilities:

• Lead, manage, and mentor a team of Application Support Engineers, fostering a collaborative and high-performing team environment.
• Provide expert-level application support for B2B clients, resolving issues related to the company's products.
• Troubleshoot, identify, and resolve technical issues, ensuring prompt and accurate resolutions.
• Monitor and prioritize support tickets to ensure SLAs and KPIs are consistently met.
• Provide regular updates on support metrics, challenges, and improvements to stakeholders.
• Ensure excellent client communication, providing regular updates on issue status and resolutions.
• Identify trends in support issues and proactively propose process and system improvements.

Required Qualifications:

• Bachelors / masters in computer science, information technology, or a related field.
• 10+ years of experience in application support or a related field, with at least 5+ years in a leadership role.
• Strong programming skills in Java, C#, C++, Python, or similar languages.
• Proficiency in SQL and database query tools.
• Demonstrated ability to manage and mentor technical teams effectively.
• Excellent problem-solving, troubleshooting, and analytical skills
• Exceptional written and verbal communication skills in English

Preferred Qualifications:

• Knowledge of Forex markets or trading platforms.

What We Offer:

• Leadership opportunities in a dynamic and innovative environment.
• Competitive salary and benefits package.