L2 Support Team Lead - Build & Scale from Scratch (Remote)

Tangem; United States; Remote; USD 110,000 - 160,000; Full time

Benefits offered by this job

Remote work worldwide

20 vacation days per year

Birthday presents

Tech device allowance

Paid sick leave

Job summary

Tangem is seeking a L2 Support Team Lead to build and lead the second-line support from the ground up, defining processes and hiring a high-performing team to ensure fast, reliable technical assistance for users.

You will collaborate with engineering to implement monitoring and incident-management tools, set up dashboards, and drive continuous improvement to stability and customer satisfaction. This is a remote-friendly leadership role with global scope.

Qualifications

• Proven experience building or leading a technical support team.
• Strong technical background in Linux systems, networking, and cloud environments (AWS preferred).
• Hands-on SQL skills (complex queries, optimization).
• Experience with monitoring tools (Grafana, Kibana, Prometheus, etc.).
• Excellent communication and leadership skills.
• Proactive, structured, and comfortable in a fast-changing environment.

Responsibilities

• Build, lead, and scale the L2 Support Team from scratch.
• Define processes, KPIs, and escalation workflows between L1, L2, and engineering teams.
• Collaborate with developers to identify and implement tools for monitoring, alerting, and incident management.
• Investigate and resolve complex service issues and incidents.
• Set up dashboards and metrics to track performance and service health (e.g., Grafana, Prometheus, CloudWatch).
• Drive continuous improvement through root cause analysis and knowledge sharing.
• Ensure the team is prepared for 24/7 coverage as the company scales.

Skills

Linux

Networking

AWS

SQL

Grafana

Prometheus

Kibana

Leadership

Communication

Tools

Grafana

Kibana

Prometheus

AWS

Job description

Tangem is seeking a L2 Support Team Lead to build and lead the second-line support from the ground up, defining processes and hiring a high-performing team to ensure fast, reliable technical assistance for users.

You will collaborate with engineering to implement monitoring and incident-management tools, set up dashboards, and drive continuous improvement to stability and customer satisfaction. This is a remote-friendly leadership role with global scope.