Support Lead

• 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.
• 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, devops and development teams to resolve complex problems and drive root cause solutions.

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 a Support Lead or Team Lead role in the IT area, coordinating support activities and guiding support engineers.
• At least 2 years of experience in technical or application support environments.
• Practical understanding of ITIL processes, including Incident, Problem, and Change Management.
• Experience coordinating incident resolution, prioritizing cases, and ensuring timely escalation to engineering teams when required.
• Strong troubleshooting and problem-solving skills, with the ability to analyze technical issues and identify potential root causes.
• General understanding of cloud-based or distributed application environments.
• Experience working with monitoring, logging, or observability tools to investigate incidents and system behavior.
• Ability to analyze logs, monitoring alerts, and system outputs to support incident investigation.
• Strong documentation skills, including creating and maintaining knowledge base articles, runbooks, and troubleshooting guides.
• Experience in improving support documentation and operational processes.
• Excellent communication skills in English (C1 or higher), both written and spoken.
• Strong collaboration and stakeholder management skills, working with support, engineering, and product teams.
• Customer-focused mindset with a commitment to delivering high-quality support.
• Ability to prioritize tasks, manage multiple cases, and work effectively under pressure

Nice to have: 

• ITIL certification
• Familiarity with Google Cloud components (e.g., Cloud Armor, Security Command Center, IAM) from a support and incident analysis perspective.
• Experience working in a Linux environment
• Mandarin language proficiency (written and spoken) is a strong advantage.