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

Netcup Wiki; Karlsruhe; Vor Ort; EUR 70.000 - 90.000; Vollzeit

Benefits dieser Stelle

Training program

Mentoring program

Free parking

Mobile phone

Notebook

Snacks and drinks

Company car

Employee events

Zusammenfassung

netcup is seeking a seasoned leader to head the Level 3 technical support team. You will mentor Linux specialists, drive projects forward, and act as the central nexus between support, infrastructure, and platform development.

The role requires several years in technical support, strong Linux knowledge, and leadership ambition. Fluency in German and good English are expected, with a focus on process improvements and team success.

Qualifikationen

• Several years of professional experience in technical support, ideally Level 2/3.
• Solid Linux server and virtualization knowledge; hosting/Plesk experience.
• Initial leadership experience or strong motivation to lead a team.
• Structured, proactive work style with good prioritization.
• Very good German and good English skills.

Aufgaben

• Lead the Level 3 technical support team, including mentoring and performance management.
• Ensure technical quality in case handling and guide complex escalations.
• Improve day-to-day processes and establish clear escalation procedures.
• Plan priorities and manage projects from concept to rollout.
• Coordinate with internal stakeholders across support, infrastructure, virtualization, and platform development.

Kenntnisse

Technical leadership

Team leadership

Linux

KVM virtualization

Plesk

German language

English language

Tools

KVM virtualization

Plesk

Jobbeschreibung

Be Yourself - Because that´s how we want You to be

We can, we want and we are also entitled to - because we are a team of highly motivated and qualified employees who are as passionate about inspiring customers as we are about working on technical solutions. And that makes us unique! If you want to take yourself and our products further, then come to us and shape the future of netcup! 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.

#PROFILE

• Technical and managerial leadership of the Level 3 team, including 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, infrastructure, virtualization, and platform development

#WANTED

• 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

We are more than just a workplace. Therefore, we offer our employees many benefits (which partly depend on your position and location): good transport connections and flexible working hours. Period. Not to mention further training, a mentoring program, free parking, a mobile phone and notebook, snacks and drinks, company cars, employee events, a fun corner, ...