L2 Support Team Lead

CUBE are a global RegTech business defining and implementing the gold standard of regulatory intelligence for the financial services industry. We deliver our services through intuitive SaaS solutions, powered by AI, to simplify the complex and everchanging world of compliance for our clients.

Why us?
CUBE is a globally recognized brand at the forefront of Regulatory Technology. Our industry-leading SaaS solutions are trusted by the world's top financial institutions globally.

In 2024, we achieved over 50% growth, both organically and through two strategic acquisitions. We're a fast-paced, high-performing team that thrives on pushing boundaries—continuously evolving our products, services, and operations. At CUBE, we don't just keep up we stay ahead.

We believe our future is built by bold, ambitious individuals who are driven to make a real difference. Our "make it happen" culture empowers you to take ownership of your career and accelerate your personal and professional development from day one.

With over 700 CUBERs across 19 countries spanning EMEA, the Americas, and APAC, we operate as one team with a shared mission to transform regulatory compliance. Diversity, collaboration, and purpose are the heartbeat of our success.

We were among the first to harness the power of AI in regulatory intelligence, and we continue to lead with our cutting-edge technology. At CUBE, You will work alongside some of the brightest minds in AI research and engineering in developing impactful solutions that are reshaping the world of regulatory compliance.

Role Mission
To lead by example in delivering efficient, high-quality second-level (L2) technical support for the organization's technology infrastructure. The L2 Support Team Leader is responsible for resolving complex technical issues, optimizing system performance, and ensuring service continuity through proactive support, effective ticket management, and collaboration with other support tiers. This role plays a key part in maintaining high availability and reliability across business-critical systems.

Key Responsibilities

• Provide senior-level L2 support for troubleshooting and resolving incidents across hardware, software, server, and network environments.
• Ensure support tickets are tracked, prioritized, and resolved within agreed SLAs, maintaining high customer satisfaction.
• Monitor the performance and stability of systems, addressing performance issues before they impact operations.
• Work closely with L1, L3, and infrastructure teams to escalate and resolve advanced technical problems.
• Perform routine maintenance including patch management, updates, backups, and system optimizations.
• Support the deployment and implementation of new systems, tools, and technologies.
• Create and update technical documentation, including standard operating procedures and troubleshooting guides.
• Participate in the on-call rotation to ensure 24/7 coverage for mission-critical environments.
• Contribute to continuous improvement by identifying recurring issues and working on root cause analysis and permanent fixes.

Required Skills & Qualifications

• Minimum 4 years of experience in IT technical support roles, including at least 1 year in a dedicated L2 support or leadership capacity.
• Strong technical knowledge of Windows and Linux operating systems.
• Solid understanding of network protocols (TCP/IP, DNS, DHCP) and basic networking concepts.
• Hands-on experience with virtualization tools such as VMware.
• Exposure to cloud environments such as AWS or Microsoft Azure.
• Scripting skills in PowerShell and/or Python for automation and task efficiency.
• Familiarity with system monitoring tools (e.g., Nagios, New Relic) and alert handling best practices.
• Understanding of ITIL principles and practices, particularly in incident and problem management.
• Strong diagnostic and analytical thinking, with the ability to remain calm and effective under pressure.
• Excellent communication and interpersonal skills to work collaboratively across teams and with stakeholders.

Interested?
If you are passionate about leveraging technology to transform regulatory compliance and meet the qualifications outlined above, we invite you to apply. Please submit your resume detailing your relevant experience and interest in CUBE.

CUBE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.