Support team lead

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

Описание:

Tangem is a high-tech company in the blockchain sector was founded in 2017, headquartered in Zug, Switzerland, with branches in North America, Eastern Europe, and APAC. Tangem started with the idea of bringing digital assets to the masses using a unique combination of a smartcard-based hardware wallet and mobile applications. We’re looking for a L2 Support Team Lead to build and lead our second-line support function from the ground up. You’ll design processes, hire and develop a team, and ensure our users get fast, reliable technical assistance. This is a key leadership role with high impact on product stability, service quality, and customer satisfaction.

Задачи:

• 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

Требования:

• 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

Условия:

• Opportunity to build L2 support from zero and shape best practices
• Work with a modern cloud stack and collaborate directly with engineering
• Influence the reliability and customer experience of core company services. Stability, development, participation in the future unicorn's growth
• Remote work from anywhere in the world
• Competitive salary in EURO/USDT
• Vacation 20 working days per year
• Birthday presents
• Compensation for the purchase of necessary technical devices for the work
• Paid sick leaves