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.
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.