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

Job description

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).

Perks & Benefits
What you can expect from us:

A recipe for success: With over a decade of experience in the gastronomy and delivery industry, SIDES is known as a true specialist in this field. Join a leading player and help shape the future of the market.
Ownership & impact: We give you the space to bring in your ideas, grow your strengths, and take real responsibility. You’ll work independently while being supported by a strong and collaborative team.
High-quality work setup: Modern hardware, ergonomic workstations, and a professional office environment ensure you can do your best work.
Hungry for growth: Continuous learning matters to us. Through regular feedback cycles, we actively support your personal and professional development.
A positive workplace culture: Enjoy a welcoming atmosphere, a trusting team culture, and our well-connected office in the heart of Berlin (Südkreuz).
Workplace Environment Perks:

Central office location in Berlin
Regular office and team events
Snacks and drinks in the office
SIDES Library
Dog-friendly workplace
Onboarding lunch to help you settle in and connect with the team


Your Benefits:

€50 monthly benefit allowance - your choice:
* JobRad
* Deutschlandticket
* Company pension scheme (bAV)
* Wellhub
Urban Sports Club: Discounted membership with access to fitness, classes, and wellness activities.
Instahelp: Professional mental health support, available whenever you need it.
Babbel: Free access to Babbel for flexible language learning.
INCENT & Corporate Benefits: Attractive employee discounts and exclusive partner offers.
Hybrid work: A mix of office and home office, depending on your role and team.
Flexible working hours: Working hours that fit your daily life and offer real flexibility.
December 24th & 31st off: Fully off without deducting vacation days.
Company events: Our annual highlights - the SIDES Summer Party and our Christmas Get-together.
Sounds exactly like what you were looking for? Then we look forward to receiving your meaningful application, including your salary expectations and earliest start date.



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