Team Lead Support 2nd / 3rd Level

As the Team Lead Support (2nd & 3rd Level), you will play a key role in ensuring technical excellence and operational reliability across SIDES' product ecosystem. You will lead a team of experienced technical specialists, act as the escalation point for complex cases, and serve as the link between Customer Support, DevOps, and Product Engineering. This role combines leadership, hands-on technical expertise, and process ownership to deliver outstanding customer experiences and system stability.

Team Leadership & Development:

• Lead, mentor, and develop the 2nd & 3rd Level Support team, fostering ownership, expertise, and customer focus.
• Contribute to onboarding and continuous training initiatives within the Support department.

Technical Escalation & Incident Management:

• Oversee the resolution of complex technical issues, including API, integration, and backend-related incidents.
• Manage the full incident lifecycle: prioritization, communication, root-cause analysis, and post-mortem reviews.
• Serve as escalation contact for key enterprise customers in collaboration with Customer Success and Account Management.

Cross-Functional Collaboration:

• Ensure smooth cooperation and knowledge transfer between 1st, 2nd, and 3rd Level Support.
• Work closely with Product, QA, and DevOps teams to identify recurring issues and drive product stability improvements.
• Monitor critical system alerts and coordinate timely resolutions with internal stakeholders.

Process Optimization & Reporting:

• Track and report key performance metrics such as SLA compliance, backlog trends, and customer impact.
• Maintain and expand internal documentation, runbooks, and troubleshooting guides. Support the continuous improvement of support workflows, escalation procedures, and communication standards., * A recipe for success: Wir sind dieses Jahr 11 Jahre alt geworden und sind als Spezialisten in der Gastronomie/Lieferindustrie bekannt. Mit SIDES repräsentierst du einen führenden Akteur auf diesem Gebiet.
• Add ownership: Wir bieten dir die Möglichkeit, dein Talent und deine Ideen zu formen. Du hast Freiheit und Verantwortung in deiner täglichen Arbeit innerhalb deines Teams.
• High-quality work equipment: Du erhältst erstklassige Ausrüstung, um deine Arbeit erfolgreich auszuführen. Im Büro erwarten dich moderne Geräte und ausreichend Platz für angenehme Interaktionen mit dem SIDES-Team.
• Hungry for growth: Persönliches Wachstum und kontinuierliches Lernen haben bei uns oberste Priorität. Wir führen regelmäßige Feedback-Zyklen durch, fördern eine offene Feedbackkultur und bieten gezielte Weiterbildungsmöglichkeiten, damit du individuell und im Team über dich hinauswachsen kannst.
• Perks:
• Firmenrabatte (CorporateBenefits), Zugang zu mehreren Mitarbeiterrabatten
• Rabatt auf eine Fitnessstudio-Mitgliedschaft
• E-Learning-Möglichkeiten
• Mental Health-App-Einrichtung: InstaHelp
• Snacks und Getränke im Büro
• Baking a positive workplace: Dich erwartet ein fantastisches, perfekt vernetztes Büro im Herzen von Berlin (Schöneberg).

Experience:

• 3+ years of experience in technical or application support, ideally within SaaS, POS, or IT service environments.
• Proven leadership experience or a strong ambition to grow into a team lead role.

Technical Skills:

• Strong understanding of APIs, databases, and network infrastructure, paired with hands-on troubleshooting expertise.
• Experience with support and collaboration tools such as Zoho Desk, Jira, Confluence, and AWS environments.

Soft Skills:

• Analytical, structured, and solution-oriented mindset.
• Excellent communication and stakeholder management abilities.
• Fluent in both German and English (written and spoken).