Technical Support Teamlead (L2)

Senior 5+ years Fulltime Location is discussible

Weekly Hours: 40 hours

Tasks

• Provide technical guidance and mentor technical support engineers.
• Assign tasks, monitor performance, and provide regular feedback to team members.
• Act as an escalation point for complex technical issues and provide advanced solutions and recommendations.
• Collaborate with other departments (e.g. development, product management) to address critical issues.
• Participate in the recruitment process of new employees.
• Develop and implement support processes and best practices to improve team effectiveness.
• Analyze support indicators to identify areas for improvement.
• Improve monitoring and incident management processes.
• Maintain up-to-date and accurate documentation of processes, frequently asked questions, and solutions.
• Create and continuously improve an onboarding plan for team members to identify training needs and organize training programs for the team.
• Ensure that team members are kept up to date with the latest product updates and industry developments.
• Confident knowledge of Unix-like systems at the system administrator level (the ability to understand what is happening to the system at the moment, what is working, what is not working, working with logs, etc.).
• Knowledge of networks (checking network connectivity, port availability, etc.).
• Excellent problem solving skills and the ability to think critically in stressful situations.
• Exceptional communication skills, both written and oral.
• The ability to prioritize and manage multiple tasks at a fast pace.
• Knowledge of Jira, Grafana, Zabbix, Kibana.

Will be a plus

• Experience writing scripts.
• Knowledge of ITSM methodologies.

Additionally

• Willingness to discuss relocation to Georgia.
• The ability to work from anywhere in the world.

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