L2 Support Team Lead

4 dni temu

Warsaw, Polska GR8 Tech Pełny etat

technologies-expected :
Jira
Confluence
Git
GitLab
Kibana

responsibilities :
Leading and managing the L2 Customer Support team, providing guidance, mentorship, and support to team members;
Сreating and managing employee schedules; overseeing shift schedules to ensure maximal coverage, where applicable;
Analyzing gaps in the knowledge and skills of the L2 Customer Support team;
Providing regular report to management on business unit SLA.
Monitoring notifications about newly assigned tickets in Jira Service Management (JSM);
Maintaining and tracking the relevance of the KPIs (SLA) on a regular basis.
Working on ticket resolution within SLA assigned to 2nd line - identifying, troubleshooting, and resolving technical issues faced by operators or their clients;
Collaborating with cross-functional teams (L3), such as developers or product managers, to escalate and resolve complex technical issues;
Documenting and tracking customer interactions, including issues, resolutions, and follow-up actions, using a ticketing system;
Conducting research and gathering information to provide accurate and up-to-date solutions to customers;
Providing confirmation when accepting a ticket and provide initial high-level diagnosis, plan of action, and ETA for resolution;
Communicating any delays in resolution time to 1st line support and collaborate on a new Resolution time with the client, if necessary;
Providing regular status updates on the resolution progress, especially for long-term issues.
Ensuring documentation and tracking customer issues in the ticketing system.

requirements-expected :
Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience);
2+ years of proven experience in technical support, customer service, or a related role;
Leadership skills to guide and support the customer support team;
Understanding of JSON and XML formats;
Experience with SQL;
Basic understanding of REST API and microservices concepts;
Experience with Postman or any other REST client tools;
Experience with Git/GitLab and basic understanding of CI/CD concepts;
Experience with JIRA and Confluence;
Gathering and analyzing logs (e.g. Kibana, OpenSearch);
Proven Experience in Atlassian Tools e.g. Jira, Confluence;
Customer-oriented mindset with a focus on providing exceptional service and satisfaction;
Intermediate + English level.

offered :
Sports compensation;
Medical coverage;
Psychological support;
Home-office coverage.
Remote work, Coworking compensation;
Childcare budget;
Maternity leave;
Paternity leave;
Additional 2 days for family events.
Open feedback and transparent direct communications;
Growth and development: better every day;
High tolerance to experiment and mistakes;
Supportive friendly environment.

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