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updated 11 days ago

Technical Support Engineer (TSE) Team Lead Technical Support Engineer (TSE) Team Lead

Work type
fulltime
Grade
lead
English
b2
Country
Malta
This vacancy is from Hirify.Global listVacancy from Hirify Global, list of international tech companies
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Job description

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TL;DR
Technical Support Engineer (TSE) Team Lead (Technical Support Operations): Overseeing a 24/7 technical support engineering function with an accent on incident response, escalation management, team leadership, and service reliability. Focus on coordinating production incidents, improving monitoring and operational processes, and mentoring engineers while collaborating with Platform Engineering, SRE, DevOps, Infrastructure, Security, and Software Engineering.

Location: Birkirkara, Malta

Company

hirify.global operates a customer-focused environment requiring reliable technical support for production systems.

What you will do

  • Lead the 24/7 Technical Support Engineering team, providing daily guidance, mentoring, and operational oversight.
  • Serve as the primary technical and operational escalation point for complex support issues.
  • Coordinate responses to production incidents, operational alerts, service disruptions, and customer-impacting events.
  • Collaborate with Platform Engineering, SRE, DevOps, Infrastructure, Security, Software Engineering, Customer Service, and Operations teams.
  • Review recurring incidents, monitoring effectiveness, support trends, and operational challenges to identify improvements.
  • Maintain and improve runbooks, SOPs, knowledge articles, escalation procedures, onboarding materials, and team workflows.

Requirements

  • Experience in Technical Support, Production Support, Service Operations, Incident Management, NOC, or a similar operational environment.
  • Experience as a Team Lead, Shift Lead, Senior Technical Support Engineer, Senior Production Support Engineer, or in a 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 24/7 environment, with strong troubleshooting and technical investigation skills.
  • Excellent communication, coordination, stakeholder management, mentoring, and coaching capabilities.
  • Ability to remain calm and decisive during high-pressure incidents while maintaining operational discipline and high team standards.

Nice to have

  • Experience with highly available online platforms and distributed systems.
  • Familiarity with observability platforms, monitoring tools, dashboards, logging platforms, and alerting frameworks.
  • Experience with Major Incident Management and Incident Command processes.
  • Knowledge of Site Reliability Engineering, Platform Engineering, DevOps, and modern cloud environments.
  • Experience in online gaming, fintech, SaaS, or other high-availability industries.

Culture & Benefits

  • 24/7 operational support environment with structured shift handovers.
  • Emphasis on professionalism, accountability, ownership, continuous learning, and customer focus.
  • Opportunities to develop technical and professional skills through coaching, mentoring, and onboarding support.
  • Focus on service reliability, operational efficiency, monitoring coverage, and customer experience.

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