Team Lead 3rd Level Support - netcup (m/f/d)
What this role is about and who we are looking for
Is customer satisfaction your top priority? Are you passionate about improving team processes? Does solving high-level technical challenges excite you? Do you keep a clear head even when multiple escalations are on the table at once, and ensure that the right issues are addressed at the right time? Then come lead our technical support team (Level 3) at netcup. You’ll lead a team of experienced Linux specialists, drive projects forward, and serve as the central point of contact between support, infrastructure, and platform development. Does this sound like you? Then we’d love to hear from you!
Your tasks
- Technical and managerial leadership of the Level 3 team, including the professional development, mentoring, and performance management of team members
- Ensuring technical quality in case handling, providing support for complex issues, and offering technical guidance for challenging escalations
- Continuously improving day-to-day business processes and establishing clear escalation and handling procedures
- Proactively planning, managing priorities, and ensuring that important issues do not get lost in the day-to-day operations
- Supporting technical and organizational projects, from concept to rollout
- Close coordination with internal stakeholders, particularly 1st and 2nd level customer support, as well as infrastructure, virtualization, and platform development
- Supporting the teams in coordinating complex incidents and issues
- Establishing and expanding our documentation and knowledge base for our own support processes, ensuring that knowledge is shared within our team and with 1st- and 2nd-level support
- Managing performance using relevant metrics (e.g., SLAs, resolution times, reopening rates) and deriving concrete actions from them
Your profile
- Several years of professional experience in technical support, ideally in 2nd or 3rd level support
- Experience with cloud and hosting products is a plus
- Initial leadership experience or a clear motivation to take on responsibility for a team
- Solid technical understanding of Linux server environments, virtualization (e.g., KVM), and web hosting (e.g., Plesk)
- Experience in incident and problem management, ideally with an ITIL background
- A structured, proactive approach to work and a good sense of prioritization
- Strong communication skills when interacting with the team, cross-functional partners, and stakeholders
- A desire to question processes and make lasting improvements
- Very good German and good English skills
What we offer
An environment where you can take ownership, contribute your ideas and build sustainable solutions with experienced colleagues.
Benefits & Well-Being
At Anexia well-being is defined by six categories we keep up to date – to match the zeitgeist and the needs we identify while working on the job. Great work deserves great conditions. Our benefits are a vital part of that – not perks, but infrastructure. Providing balance & sparking inspiration.
