About Sumsub

Sumsub is a leading full-cycle verification platform that enables scalable compliance. From identity and business verification to ongoing monitoring, our platform adapts to different risk appetites and market demands, ensuring global compliance. It allows customizing analytics and workflows with a no-code interface.

Over 4,000 clients — including Bitpanda, Wirex, Avis, Bybit, Vodafone, Duolingo, Kaizen Gaming, and TransferGo — trust Sumsub to accelerate growth, prevent fraud, and maintain compliance worldwide.

The Opportunity

We are looking for an experienced Team Lead to join our B2B L2 Support Team and manage a group of Technical Support Specialists handling complex client issues across our products and services.

What You Will Be Doing

Lead, mentor & develop a team of L2 B2B Support Engineers, fostering a high-performance and accountable culture
Oversee resolution of complex technical issues escalated from L1 Support, ensuring timely and effective solutions
Act as an escalation point for critical incidents, coordinating with engineering, product & other internal teams
Monitor team performance, KPIs & SLAs, ensuring adherence to support standards
Drive process improvements, optimize workflows, implement best practices & contribute to root cause analysis and long-term improvements
Ensure high-quality B2B client communication, maintain strong relationships, and support onboarding and continuous training of team members

About You

2–3+ years of technical support experience (preferably in B2B) with some leadership or mentoring exposure
Strong technical skills, including troubleshooting complex systems, APIs, integrations or SaaS platforms
Solid understanding of support processes (incident management, escalations, SLAs)
Experience collaborating cross-functionally with engineering and product teams
Strong analytical, problem-solving, and prioritization skills in fast-paced environments
Excellent English communication skills (written and verbal)

Nice to Have

Experience with CRM/ticketing systems (e.g., Jira, Intercom)
Basic knowledge of SQL, log analysis, or monitoring tools
Experience in fintech, payments or other complex technical domains

What We Offer

Remote-first, trust-based culture: Work from the place that works best for you
Extra time off: Birthday holiday, 10 personal days, seven sick days without paperwork, plus extra time for Christmas and New Year
Work that matters: Contribute to building a secure, accessible, and inclusive digital world
Compensation: Fair and transparent pay, benchmarked to the market
Truly global: Collaborate with teammates and customers across continents and time zones
Growth built in: Clear goals, open feedback, personal development plans, and role-specific learning opportunities
Team offsites: Fully covered trips to meet, collaborate, and recharge together
Getting you set up: Access to the tools and hardware you need
Friendly by design: Human, open, and kind culture — individuality and different perspectives are welcomed

Hiring Stages

TA screening
Hiring Manager Interview

Diversity & Inclusion

We are a global community of innovators, creators, and thinkers, and we believe that diversity fuels our innovation. Sumsub is proud to be an equal opportunity employer, committed to building a diverse and inclusive workforce.

We welcome applications from people of all backgrounds, cultures, genders, experiences, abilities and perspectives. Join us in shaping the future inclusively.

Technical Support Team Lead