Job
- Level
- Lead
- Job Field
- IT, Support, Security
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Berlin
- Working Model
- Onsite
Job Summary
In this position, you lead a Technical Support Team, address complex customer inquiries, and optimize support processes for high service quality while collaborating with engineering teams to drive technical improvements.
Job Technologies
Your role in the team
- Technical and disciplinary leadership as well as the development of a Technical Support team, including resource management and prioritization.
- Responsibility for handling and escalating complex, business-critical customer inquiries with a focus on quick and sustainable problem resolution.
- Continuous optimization of support processes, KPIs, and SLAs to ensure high service quality and customer satisfaction.
- Close collaboration with international engineering and SRE teams to prioritize technical improvements and customer-oriented product optimizations.
- Planning and managing a 24/7 support operation, including on-call management, as well as preparing reports and promoting technical knowledge transfer.
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Our expectations of you
Qualifications
- In-depth knowledge of cloud architectures, ideally with a focus on Google Cloud Platform (GCP) or comparable public cloud environments.
- Very good knowledge of Linux/Unix, network technologies, and systematic troubleshooting in complex IT environments.
- Fluent in German and English, both written and spoken.
Experience
- Several years of experience in a technical support environment, as well as in the professional and disciplinary leadership and development of a technical team.
- Experience with scripting and automation (e.g., Shell or Python), as well as a solid understanding of cybersecurity, monitoring, and incident management.
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Benefits
Work-Life-Integration
Health, Fitness & Fun
Topics that you deal with on the job
Job Locations
This is your employer
Thales Group
We combine diverse skills, talents and cultures to design and deliver exceptional high-tech solutions. Solutions that make it possible to act today tomorrow. From the bottom of the ocean to outer space and beyond, we help our clients think smarter and act faster - with ever-increasing complexity and every crucial moment along the way.
Description
- Company Type
- Established Company
- Working Model
- Full Remote, Hybrid, Onsite
- Industry
- Internet, IT, Telecommunication
Dev Reviews
by devworkplaces.com
Total
(1 Review)3.4
Career Growth
3.4Culture
3.7Workingconditions
3.8Engineering
3.0
Lead Technical Support Engineer
- Location
- Berlin
- Working Model
- Onsite
- Diversity
- Open for all genders
