Lead Technical Support Engineer

Your mission

The Lead Technical Support Engineer will oversee the Technical Support team, ensuring that all technical operations, including device configuration, software system management, and access controls, are running efficiently. This role combines leadership responsibilities with hands-on technical work, providing a unique opportunity for someone who enjoys problem-solving and team management.

In this role, you will:

• Lead a team of Technical Support Engineers, providing guidance, training, and support to ensure high performance and development.

• Remain hands-on with the configuration and support of Mac, Windows, and Linux employee devices using mobile device management (MDM), as well as the management of software systems such as Google Workspace and Atlassian (Jira, Confluence).

• Oversee identity and access management, ensuring security protocols and permissions are maintained to the highest standard.

• Manage the technical aspects of employee onboarding and offboarding processes.

• Maintain an accurate inventory of company devices and manage their allocation, repair, and lifecycle.

• Serve as an escalation point for complex technical issues and provide advanced troubleshooting support.

• Manage, write, and maintain IT-related documentation.

• Collaborate with IT leadership to develop strategies and implement new processes or technologies that enhance company operations.

• Monitor team performance, providing feedback and implementing improvements to ensure effective and efficient service delivery.

What you need to be successful:

• Bachelor’s degree in Information Technology, Computer Science, or related field, or proven equivalent experience.

• At least 5 years of experience in technical support, including supervisory or team lead roles.

• Demonstrated ability to manage and configure software systems like Google Workspace, Atlassian (Jira, Confluence), and mobile device management (MDM) services.

• Strong knowledge of identity and access management, network security, and device management.

• Knowledge of 1 or more shell scripting languages (Bash, Powershell, Python, etc).

• Exceptional problem-solving skills with a hands-on approach to troubleshooting.

• Excellent leadership skills with the ability to mentor and motivate a technical team.

• Superb communication and interpersonal skills in English (German is a plus), capable of working well with various department heads and external stakeholders.

What’s in it for you:

• Competitive salary
• Flexible hours, hybrid work setup from both the Berlin and the Porto office
• 25 days annual paid leave
• Urban Sports Club membership
• Internal Crypto Academy