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

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.