3+ years of experience in technical or application support, ideally within SaaS, POS, or IT service environments. 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 , act as the escalation point for complex cases, and serve as the link between Customer Support, DevOps, and Product Engineering. * 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. * Ensure smooth cooperation and knowledge transfer between 1st, 2nd, and 3rd Level Support. Support the continuous improvement of support workflows, escalation procedures, and communication standards.
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