L2 Support Team Lead (Blockchain)

TL;DR

L2 Support Team Lead (Blockchain): Building and leading the second-line support function from the ground up with an accent on designing processes, hiring, and developing a team. Focus on ensuring fast, reliable technical assistance and improving product stability and customer satisfaction.

Company

hirify.global is a high-tech company in the blockchain sector, founded in 2017, with a focus on digital asset management.

What you will do

• 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.
• Drive continuous improvement through root cause analysis and knowledge sharing.

Requirements

• 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.

Nice to have

• Experience with Node.js and Nest.js.
• Familiarity with PostgreSQL and Redis.

Culture & Benefits

• 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.
• Remote work from anywhere in the world.
• Competitive salary in EURO/USDT.
• 20 working days of vacation per year.