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

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.

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).

• 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.