Technical Support Engineer Lead

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 investigation and resolution of complex, high-impact operational issues affecting our partners and internal systems.
This role goes beyond reactive support. It requires analytical thinking, hands-on debugging expertise, and the ability to dissect systems across application, infrastructure, and data layers. We partner closely with Engineering, Product, and Infrastructure teams to not only resolve incidents but also uncover root causes, identify systemic weaknesses, and drive long-term reliability improvements through automation and architectural insights.

Key Responsibilities

Team Leadership

• Lead and develop APAC team of Technical Support Engineers 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.
• Analyse 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, ensuring timely resolution. 

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. 
• Identify recurring issues and drive automation and systemic improvements.

Professional Skills and Qualifications

Technical Expertise

• 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.

Problem-Solving & Analytical Skills

• Proven ability to analyse and investigate complex technical issues, implementing effective detection and resolution strategies.
• Strong 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.

Team Leadership, Organisational & Interpersonal Skills

• 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 (implied from Zendesk interactions).

Sound like you? Apply now!