Galileo is a financial technology company that provides innovative and revolutionary software products and services that power some of the world's largest Fintechs. We are the only payments innovator that applies tech and engineering capabilities to empower Fintechs and financial institutions to unleash their full creativity to achieve their most inspired goals. Galileo leads its industry with superior fraud detection, security, decision-making analytics and regulatory compliance functionality combined with customized, responsive and adaptable programs to accelerate the success of all payments companies and solve tomorrow's payments challenges today. We hire energetic and creative employees while providing them the opportunity to excel in their careers and make a difference for our clients. In this role, we are seeking a highly capable and hands-on software engineering lead to establish and manage our new Level 1 and Level 2 (L1/L2) support team for IRM Analytics production applications.
This role is crucial for ensuring the reliable operation of our systems as well as for enabling the capability of our core engineering team to deliver new development initiatives. This role will be responsible for both day-to-day hands-on support and small enhancements, as well as managing a nearshore team focused on operations support and service delivery.
Lead and mentor a team of 2–3 support engineers with a focus on growing and scaling the team as production applications are onboarded
Establish and enforce a clear L1 → L2 → L3 escalation process, defining thresholds for when issues are elevated to core engineering (L3).
Oversee all ticketing and tracking processes, ensuring all incidents, service requests, and enhancements are logged and managed in Jira
Define and deliver weekly or bi-weekly reporting on key metrics including Mean Time to Resolution, ticket volume, resolution times, and escalation ratio.
Ensure the team maintains a high level of responsiveness and communications