24/7 Technical Support Engineering Lead

Jobs Europe AB; Denmark; Remote; DKK 900,000 - 1,100,000; Full time

Job summary

Jobs Europe AB is seeking a Technical Support Engineering Team Lead to oversee a 24x7 support engineering function. The role focuses on leadership, incident response, and continuous improvement, collaborating with engineering and infrastructure teams.

Key duties include mentoring team members, managing production incidents, improving processes, and ensuring effective communication across stakeholders in a fast-paced, customer-focused environment.

Qualifications

• Proven experience in technical support, production support, service operations, incident management, NOC or similar.
• Experience acting as a Team Lead, Shift Lead, Senior Technical Support Engineer or similar leadership role.
• Strong understanding of production support, incident management, operational monitoring, service reliability, and escalation management.
• Experience supporting customer-facing production systems in a 24x7 environment.
• Strong troubleshooting and technical investigation skills.
• Experience collaborating with Engineering, Platform, SRE, DevOps, Infrastructure, and Security teams to resolve issues.
• Excellent communication, coordination, and stakeholder management skills.
• Mentoring and coaching capabilities.
• Ability to stay calm, organized, and decisive during high-pressure incidents.
• Strong problem-solving and decision-making skills.
• Ability to drive operational discipline and maintain high standards.

Responsibilities

• Provide day-to-day leadership, guidance, and support to the 24x7 Technical Support Engineering team.
• Lead by example and promote professionalism, accountability, ownership, continuous learning, and customer focus.
• Act as the primary technical and operational escalation point for Technical Support Engineers.
• Ensure all Technical Support Engineers are trained, supported, and equipped to perform their responsibilities.
• Coach, mentor, and develop team members, creating opportunities for technical and professional growth.
• Drive adherence to SOPs, runbooks, escalation frameworks, incident management processes, and service standards.
• Coordinate the response to production incidents, operational alerts, customer-impacting events, and service disruptions.
• Collaborate with Platform Engineering, SRE, DevOps, Infrastructure, Security, and Software Engineering teams to escalate and resolve issues.
• Build strong relationships with Customer Service and Operations to ensure rapid resolution of customer-impacting incidents.
• Ensure accurate and consistent handovers between shifts.
• Review recurring incidents and monitoring effectiveness to identify improvement opportunities.
• Participate in incident reviews, root-cause analysis, and post-incident follow-up actions.
• Maintain and improve operational documentation, knowledge articles, runbooks, SOPs, and escalation procedures.
• Support onboarding activities and integrate new team members into the Technical Support Engineering function.
• Identify opportunities to improve processes, tooling, automation, monitoring, and workflows in collaboration with Engineering, Platform, SRE, DevOps, and Operations teams.
• Contribute to improving service reliability, operational efficiency, monitoring coverage, and customer experience.
• Remain hands-on while guiding the wider team.

Skills

Leadership

Incident management

Communication

Mentoring

Customer focus

Operational monitoring

Collaboration

Tools

Observability tools

Dashboards

Monitoring tools

Alerting frameworks

Job description

Jobs Europe AB is seeking a Technical Support Engineering Team Lead to oversee a 24x7 support engineering function. The role focuses on leadership, incident response, and continuous improvement, collaborating with engineering and infrastructure teams.

Key duties include mentoring team members, managing production incidents, improving processes, and ensuring effective communication across stakeholders in a fast-paced, customer-focused environment.