As the Technical Support Lead, you will own the effectiveness, speed, and technical depth of our internal support function. Your primary objective is to reduce ticket resolution times, increase in-team problem resolution, and minimize escalations to L2, Product Owners, and Senior Developers.
This is a hands-on leadership role focused on technical investigation, operational discipline, and resolution ownership. You will work closely with Engineering, Product, and the Service Support Manager (SSM) to ensure operational issues are resolved efficiently, communicated clearly, and prevented from recurring.
Responsibilities and Duties
Technical Leadership & Resolution Ownership
- Lead and develop a technically strong support team with clear accountability for end-to-end ticket ownership and resolution.
- Set and enforce standards for diagnosis quality, investigation depth, and resolution completeness.
- Coach the team to resolve issues independently using logs, monitoring, data analysis, and system knowledge.
- Drive a culture where escalation is a last resort, not the default.
Ticket Resolution & Operational Performance
- Own and continuously improve mean time to resolution (MTTR), ticket ageing, and backlog health.
- Ensure tickets are actively progressed, not stalled, re-queued, or prematurely escalated.
- Actively manage workload and priorities to prevent SLA breaches and operational bottlenecks.
- Identify and remove blockers that slow down resolution.
Incident & Problem Management (Internal Focus)
- Lead internal incident and problem management with emphasis on root cause analysis and permanent fixes.
- Ensure recurring issues are formally tracked and resolved, not repeatedly handled as incidents.
- Drive problem ownership within the support team wherever technically feasible.
- Ensure escalations to Engineering are clear, well-qualified, and backed by evidence.
Escalation Reduction & Engineering Interface
- Act as the primary control point for escalations into L2, Product, and Engineering teams.
- Challenge escalations that lack sufficient investigation or technical justification.
- Partner with Engineering to:
- Pull fixes, diagnostics, and knowledge back into support
- Improve system observability and debuggability
- Reduce long-term operational dependency on development teams
Collaboration with Customer Success
- Work closely with the SSM to ensure customer-impacting issues are:
- Clearly understood from a technical and operational perspective
- Prioritised appropriately based on impact and urgency
- Communicated consistently and accurately
- Provide the SSM with technical context, root cause insights, and realistic resolution timelines.
- Support post-incident reviews with the SSM by supplying RCA input and preventative actions.
- Ensure recurring customer issues are fed back into problem management and engineering improvement cycles as part of the Major Incident Review forum.
Change & Release Readiness
- Ensure support readiness for changes and releases, with focus on operability and support impact.
- Identify support issues introduced by changes and feed actionable feedback into engineering teams.
- Ensure the support team can handle post-release issues without immediate escalation.
Metrics, Insight & Continuous Improvement
- Define, track, and act on internal operational KPIs such as:
- MTTR
- First-/second-line resolution rate
- Escalation rate
- Repeat incident frequency
- Use data to identify systemic issues and drive measurable improvement.
- Regularly review incident trends and resolution effectiveness.
Knowledge & Runbook Ownership
- Ensure high-quality, practical documentation that enables independent resolution.
- Drive creation and maintenance of:
- Runbooks
- Troubleshooting guides
- Known-issue and workaround documentation
- Ensure knowledge is embedded into daily operations, not just documented.
Qualifications
- Strong ITIL background (ITIL Expert or equivalent experience preferred), with practical application in production support or operations.
- Proven experience leading an internal technical support, production support, or support engineering function.
- Strong technical aptitude with ability to understand complex systems, integrations, and failure modes.
- Demonstrated success in reducing resolution times and escalation volumes.
- Hands-on experience performing and coaching root cause analysis.
- Confident working closely with Engineering and Customer Success while constructively challenging unnecessary escalations.
- Data-driven, pragmatic, and focused on operational outcomes over process for process’ sake.
- Comfortable operating in a high-pressure production environment.
Job Nature: Mon–Fri (Hybrid)
Work Time: 1pm-10pm (Dhaka Time), Flexible
Location: Gulshan 1, Dhaka
If you have the skills, experience and drive to excel in this challenging and rewarding role, we would love to hear from you. Apply today and take the next step in your career with us!
About WSD:
We are a global software and professional services company serving the financial industry
with offices in the UK (HQ), USA, Germany, Brazil, Hong Kong, Indonesia, and Bangladesh. We specialize in building digital transformation and automation solutions for investment banks - particularly around structured products, one of the most complex and highly regulated financial instruments in global markets, working with Tier 1 & Tier 2 banks since 2009.
You will be part of our rapidly growing Centre of Excellence in Dhaka, developing world-class fintech products used by Tier-1 and Tier-2 banks across the globe. If you’re ready to work on meaningful, high-impact projects, this is the place to grow
Communication & Culture:
WSD is an employer that values diversity. We highly encourage applications from appropriately qualified and eligible candidates irrespective of age, race, religion, national origin, gender, sexual orientation, gender identity and/or expression, veteran status, disability, or any other status protected by applicable law.
Our standardized working language is English, and strong communication skills will help you succeed in your global role. All external and cross-location communication is done in English, while internally you may use the languages,
you are most comfortable with.
