Team Lead Support (2nd & 3rd Level) (m/f/d)

Your mission

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.

Key Responsibilities:

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.

• Maintain and enhance AI-driven automations, such as:

• Automated ticket classification & routing

• AI-based CRM data cleaning

• Automated report generation

• Contract data extraction & validation

• Forecasting, anomaly detection & alerts

• Support the development of an internal AI Enablement Framework.

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.

Your profile

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).