Support Team Lead

Concentric Recruitment; Tenerife; A distancia; EUR 40.000 - 65.000; Jornada completa

Descripción de la vacante

A leading company in technology seeks an experienced IT Support Team Lead to enhance system stability and performance in a fast-paced environment. In this fully remote role, you will lead a dynamic team, optimize support processes, and ensure seamless operation of critical systems.

Formación

• Proven leadership experience in support teams.
• Exceptional communication skills, both written and verbal.
• Experience with high-availability systems in gaming or online platforms.

Responsabilidades

• Oversee application performance and resolve complex technical issues.
• Lead and mentor a Level 1 Support Team.
• Implement process improvements to enhance operational efficiency.

Conocimientos

Communication skills

Leadership

Stakeholder engagement

Problem-solving

Process optimization

Herramientas

Docker

OracleSQL

Grafana

Kibana

ELK stack

AWS

Azure

GCP

Descripción del empleo

Fully Remote (Spain-based)

Contract Type : Direct employment with our client

What You'll Be Doing

We are looking for an experienced IT Support Team Lead to join our client’s dynamic Platform and Infrastructure Team. In this fast-paced, innovative environment, you’ll play a pivotal role in ensuring the stability, reliability, and performance of mission-critical customer-facing systems operating 24/7.

As a Lead IT Support Engineer, you will ensure the seamless operation of critical platforms while fostering a high-performing support team in a technically challenging and rapidly evolving environment.

• Oversee application performance by monitoring systems, responding to alerts, and resolving complex technical issues to maintain high service levels.
• Team Leadership & Mentorship : Lead by example on the technical front while managing and mentoring a Level 1 Support Team. Provide feedback, support professional development, and ensure effective performance management. Manage day-to-day processes, maintain documentation, and prioritize workload.
• Process Optimization : Identify and implement improvements to streamline workflows, reduce incidents, and improve operational efficiency.
• Documentation & Knowledge Sharing : Own and evolve technical documentation to support team learning and continuity.
• Problem Prevention : Anticipate and mitigate risks in production environments to prevent service disruptions.
• Incident Reporting : Produce detailed post-incident reports with root cause analysis and preventative measures.
• Cross-Team Collaboration : Work closely with Development, DevOps, and SRE teams to coordinate releases and ensure system stability.
• Scheduling & On-Call Management : Organize shift patterns and on-call rotations for 24/7 support coverage.

What We Look for in You

Leadership & Management

• Exceptional communication skills (written, verbal, interpersonal)
• Proven leadership experience in support teams with a collaborative approach
• Stakeholder engagement skills for working with cross-functional teams and non-technical audiences

Technical Expertise

• Experience managing high-availability systems, preferably in gaming or online platforms
• Knowledge of Grafana, Kibana, ELK stack for observability
• Proficiency in scripting languages (Bash, Python, Shell)
• Experience with OracleSQL for performance tuning
• Hands-on with Docker for scalable deployments
• Familiarity with Jenkins, AWS, Azure, GCP
• Ability to debug API issues using HTTP tools

What You Need To Do Next

If this role interests you and you meet the requirements, please contact me directly.

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Concentric Recruitment is a boutique recruitment firm with clients across Europe.

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