Team Lead Product Support L2 (m/w/d)
Core
Building and leading a global L2 Product Support team, solving complex technical escalations across software/hardware, and driving automation/KI initiatives to improve support efficiency and product quality.
Role type
Senior Team Lead, Product Support (L2)
Builds
A scalable company-wide support model integrating B2B/B2C support, engineering, and operations.
Domain
SaaS / IoT / Payments / Parking Technology
Required skills
Team leadership, technical troubleshooting (logs, SQL, APIs), AI/LLM application development, customer escalation management, process optimization, cross-functional collaboration
Preferred skills
Experience in Reliability Operations, prototyping automation solutions, data-driven decision making
Technologies
SQL, Logs, LLMs, Automation tools
Responsibilities
Build and lead the L2 Product Support team; resolve complex customer escalations directly; develop and implement AI/LLM-based automation solutions; enable L1 support through training and tools; influence product decisions with data on recurring issues.
Seniority
Senior, hands-on IC with leadership responsibilities
