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HA
Hawk
vor 2 Monaten

Level 2 Support Team Lead(m/w/x)

München
VollzeitVor OrtSenior
AI/ML

Beschreibung

As a Level 2 Support Team Lead, you will build and mentor a skilled team while addressing complex technical issues. This role bridges customer needs and engineering solutions, ensuring platform stability and guiding pre-sales efforts.

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Anforderungen

  • •Minimum 7 years of experience in technical support, application support, or systems administration
  • •At least 2 years in a senior, tech lead, or team lead role
  • •Proven track record of leading or mentoring a technical support team
  • •Demonstrable ability to read and understand object-oriented code
  • •Hands-on coding or scripting experience
  • •Solid understanding of cloud platforms, containerization, and corporate networking concepts
  • •Expertise in troubleshooting on Linux environments
  • •Strong understanding of IT security principles and incident response best practices
  • •Superior analytical, troubleshooting, and root cause analysis skills
  • •Excellent communication and interpersonal skills
  • •Experience with support ticketing systems and monitoring tools
  • •Experience with ITIL or similar service management frameworks

Berufserfahrung

7 Jahre

Aufgaben

  • •Build and lead a high-performing Level 2 Support team
  • •Manage team schedules and set performance goals
  • •Foster professional development within the team
  • •Act as the primary technical escalation point for complex issues
  • •Triage, troubleshoot, and diagnose problems in the production environment
  • •Lead the Level 2 response during technical escalations
  • •Coordinate with stakeholders and ensure clear communication
  • •Drive the post-incident review process and root cause analysis
  • •Provide technical answers for RFPs and assist in solution design
  • •Read and analyze code to identify bugs and troubleshoot issues
  • •Diagnose multi-system issues using infrastructure and InfoSec knowledge
  • •Collaborate with Engineering, DevOps, and Information Security teams
  • •Communicate technical details to both technical and non-technical audiences
  • •Identify trends in support requests for process improvement
  • •Contribute to building support scripts and diagnostic tools
  • •Develop and maintain comprehensive L2 documentation and knowledge base articles

Tools & Technologien

PythonJavaGoC#BashAWSGCPAzureDockerKubernetesTCP/IPDNSVPNsfirewallsLinuxJiraZendeskPrometheusGrafana

Sprachen

Englisch – verhandlungssicher

Die Originalanzeige dieses Stellenangebotes in der aktuellsten Version findest du hier. Nejo hat diesen Job automatisch von der Website des Unternehmens Hawk erfasst und die Informationen auf Nejo mit Hilfe von KI für dich aufbereitet. Trotz sorgfältiger Analyse können einzelne Informationen unvollständig oder ungenau sein. Bitte prüfe immer alle Angaben in der Originalanzeige! Inhalte und Urheberrechte der Originalanzeige liegen beim ausschreibenden Unternehmen.
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