Team Lead 3rd Level Support - netcup (m/f/d)

About the Position

Team Lead 3rd Level Support - netcup (m/f/d)

We are looking for a passionate and skilled Team Lead for our 3rd Level Support team at netcup, based in Karlsruhe, Germany. If you are driven by customer satisfaction, enjoy solving complex technical challenges, and have a knack for managing high-pressure situations, then we want you on our team!

Responsibilities

• Technical and Managerial Leadership: Lead a team of experienced Linux specialists, oversee professional development, mentoring, and performance management.
• Technical Quality Assurance: Ensure high-quality case handling, provide support for complex issues, and offer technical guidance for challenging escalations.
• Process Improvement: Continuously improve day-to-day business processes and establish clear escalation and handling procedures.
• Project Management: Proactively plan, manage priorities, and ensure that important issues are addressed promptly.
• Coordination: Closely coordinate with internal stakeholders, including 1st and 2nd level customer support, as well as infrastructure, virtualization, and platform development teams.
• Support Projects: Support technical and organizational projects from concept to rollout.

Requirements

• Experience: Several years of professional experience in technical support, ideally in 2nd or 3rd level support.
• Technical Skills: Solid understanding of Linux server environments, virtualization (e.g., KVM), and web hosting (e.g., Plesk).
• Certifications: Experience in incident and problem management, ideally with an ITIL background.
• Soft Skills: Structured, proactive approach to work, good sense of prioritization, strong communication skills, and a desire to question processes and make lasting improvements.
• Languages: Very good German and good English skills.

We Offer

• Competitive Salary: From € 60,000 gross/year, depending on qualification and experience.
• Work Environment: Good transport connections, flexible working hours, further training, a mentoring program, free parking, a mobile phone and notebook, snacks and drinks, company cars, employee events, and a fun corner.

About the Company

Founded in 2008 and part of the international Anexia Group since 2016, netcup serves over 75,000 business and residential customers worldwide. Our main strength lies in the provision of web hosting, virtual and dedicated servers, and support through management services. We also offer a large selection of Top Level Domains. With over 400 employees and 6 office locations worldwide, we serve over 200,000 satisfied customers with 400,000 domains.

Our quality has won several awards, including a 'Very good' rating from CHIP computer magazine.

Have we sparked your interest?

We look forward to your expressive application!

Apply now

For further inquiries, please contact:

Marina MAROS

Email: [email protected]