Team Lead Support 2nd / 3rd Level (m/w/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.

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

Required Qualifications & Experience

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).

Perks & Benefits

Was Du von uns erwarten kannst:

• 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). Klingt genau nach dem, was du gesucht hast? Dann freuen wir uns auf deine aussagekräftigen Lebenslauf inklusive Gehaltsvorstellungen und frühstem Eintrittsdatum.