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Hawk
2mo ago

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

München
Full-timeOn-siteSenior
AI/ML

Description

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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Requirements

  • •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

Work Experience

7 years

Tasks

  • •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 & Technologies

PythonJavaGoC#BashAWSGCPAzureDockerKubernetesTCP/IPDNSVPNsfirewallsLinuxJiraZendeskPrometheusGrafana

Languages

English – Business Fluent

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