About the role
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 lead