Lead Support Engineer

• Act as the first point of contact and escalation for the support team.
• Mentor and coach junior engineers, fostering technical growth and knowledge sharing.
• Monitor team performance against SLAs, KPIs, and customer satisfaction goals.
• Coordinate ticket assignments, workload balancing, and ensure smooth handovers between shifts.
• Contribute to process improvements for incident, problem, and change management.
• Support management in reporting, capacity planning, and continuous service improvement initiatives.
• Respond to technical support requests and manage the tickets, ensuring timely response and resolution of issues.
• Analyzing errors and identifying root causes to resolve issues efficiently.
• Handling complex support requests and providing clear, well-documented solutions.
• Maintaining active communication with customers and stakeholders during incidents and service requests.
• Applying solutions or workarounds to restore services quickly.

• Participating in regular queue reviews to manage ticket statuses and escalations.
• Acting as a single point of contact for open tickets and ensuring smooth handovers between teams.
• Creating and maintaining up-to-date knowledge base entries and documentation.
• Supporting knowledge sharing across teams to promote consistency and continuous improvement.
• Collaborating with L3, and development teams to resolve complex problems and drive root cause solutions
• Monitoring environments using dashboards, responding to alerts, and taking proactive measures.
• Documenting system configurations and alerts accurately.

Desirable:

• Familiarity with CI/CD pipelines, Docker, or Kubernetes.
• Basic scripting skills (Bash, PowerShell, or Python).
• Experience integrating support tools (Jira, Opsgenie, ServiceNow, Confluence).
• Knowledge of dynamic alerting and anomaly detection in monitoring tools.

We are seeking a skilled Team Lead / Support Engineer to join our team. This role combines technical support expertise with leadership and coordination responsibilities. The ideal candidate will bring hands-on troubleshooting experience, strong technical knowledge, and the ability to guide, support, and inspire a team of support engineers.

Required skills

• 2-3 years of experience in support
• Proven support leadership experience
• Proven troubleshooting and problem-solving skills, with the ability to analyze monitoring outputs.
• Strong documentation skills and experience creating knowledge base articles.
• Excellent communication skills in English (C1 or higher – written and spoken).
• Excellent communication and interpersonal skills, able to explain technical concepts clearly to non-technical customers.
• Customer-focused mindset with a passion for delivering exceptional service.
• Ability to prioritize tasks, manage multiple cases, and work effectively under pressure.
• Hands-on experience with API troubleshooting (REST, Postman, Swagger) and integrations.
• Familiarity with monitoring tools (Grafana, New Relic, Kibana, CloudWatch, Azure Monitor).
• Practical understanding of ITIL processes (incident, problem, change).