Lead Technical Support Engineer (f/m/d)

• Lead, mentor, and manage a team of technical support engineers, ensuring high performance and professional development.
• Set team priorities, manage workload distribution, and ensure SLA targets are consistently met.
• Conduct regular team check‑ins and performance reviews, and provide constructive feedback.
• Develop and maintain support documentation, runbooks, and knowledge base articles in Confluence.
• Identify training needs and organize skill‑building sessions for the support team.
• Serve as the primary escalation point for complex, high‑priority, or client‑critical technical issues.
• Diagnose and resolve advanced technical problems across software, infrastructure, and network layers.
• Manage and track support tickets end‑to‑end using Jira Service Management, ensuring timely and accurate resolution.
• Coordinate with development, systems, and project teams to resolve cross‑functional technical issues.
• Communicate issue status, root cause analyses, and resolution plans clearly to clients and internal stakeholders.

Process Improvement & Quality

• Define, implement, and continuously improve technical support processes, workflows, and escalation procedures.
• Monitor support metrics, including ticket volume, resolution time, CSAT, and SLA compliance, and report regularly to leadership.
• Conduct post‑incident reviews and root cause analyses to prevent recurring issues.
• Drive proactive support initiatives to reduce ticket volume and improve system reliability.
• Ensure that support activities are properly documented and follow internal information security policies and applicable ISO 27001:2022 requirements.

Client & Stakeholder Management

• Build and maintain strong relationships with clients, ensuring a high standard of service delivery and satisfaction.
• Act as the technical liaison between clients and internal teams during critical incidents and project go‑lives.
• Participate in client onboarding by providing technical walkthroughs and supporting the setup of services and processes.
• Coordinate support handovers and coverage between our teams in Germany and Pakistan.

Systems & Tools Administration

• Oversee the configuration and maintenance of support tools, including Jira Service Management and related platforms.
• Assist with system monitoring, alerting setup, and incident detection across infrastructure environments.
• Contribute to IT operations tasks, including server maintenance, deployments, and environment troubleshooting as needed.

Requirements

• 4+ years of experience in technical support, including at least 1–2 years in a senior or lead role.
• Proven experience leading or managing a technical support team and delivering services based on SLAs.
• Hands‑on experience with Jira Service Management or a comparable ticketing platform is required.
• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.

Technical Skills

• Strong troubleshooting skills across Windows and Linux environments, web applications, APIs, and networking.
• Proficiency in Jira and Confluence for ticket management, documentation, and reporting.
• Familiarity with monitoring tools, log analysis, and incident management practices.
• Understanding of cloud infrastructure and basic DevOps concepts is a plus.
• Strong leadership skills with the ability to motivate, guide, and develop a technical team.
• Excellent verbal and written communication skills in English, with confidence in client‑facing interactions.
• Calm under pressure, with strong analytical and problem‑solving abilities.
• Highly organized, detail‑oriented, and able to manage multiple priorities simultaneously.
• Collaborative mindset and the ability to work effectively across departments and international offices.

Join salestech Data & AI

We offer you a steep learning curve and plenty of opportunities for professional development in a flexible and positive working environment. You will work with a dynamic and international team of open‑minded colleagues who are great to work with and always willing to support one another.

At our Karlsruhe office, we regularly organize after‑work events, team excursions, and other opportunities to connect beyond day‑to‑day work. We provide fresh fruit and vegetables, a professional coffee machine, and homemade smoothies every day. Our office also includes an on‑site gym and a yoga room where you can relax and take a break. You can look forward to a modern office with a rooftop terrace and impressive views over Karlsruhe.