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Customer Engineer Team Lead

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Hawk

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Location:
Germany , Munich, Berlin

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

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Job Description:

As the Customer Engineering Team Lead, you will build and manage a new team of technical experts responsible for ensuring the stability and reliability of our platform for our global clients. You will be the crucial link between our customer facing teams, our clients, and our core Engineering, Infrastructure, and InfoSec teams. Your mission is to lead by example, providing technical guidance to support new and existing customers. You will help pre-sales teams design implementation solutions and answer technical RFPs, while also solving complex technical problems for existing customers that our customer-facing teams cannot resolve. This role requires a hands-on leader who is comfortable in both technical and client-facing worlds—able to read code, understand complex systems, and explain those complexities easily to technical customers.

Job Responsibility:

  • Build, lead, and mentor a high-performing L2 Support team
  • Manage team schedules, set performance goals (KPIs/SLAs), and foster professional development
  • Act as the primary technical escalation point for complex issues from our customer facing teams
  • Triage, troubleshoot, and diagnose problems in our production environment for new and existing customers
  • Lead the L2 response during technical escalations, coordinating with stakeholders and ensuring clear communication
  • Drive the post-incident review process and work with engineering on root cause analysis (RCA)
  • Partner with pre-sales and technical account management teams to provide technical answers for RFPs and assist in designing implementation solutions
  • Utilize your ability to read and understand code to identify bugs, analyze system behavior, and assist in troubleshooting
  • Apply a strong understanding of infrastructure and InfoSec principles to diagnose multi-system issues and collaborate on security-related incidents
  • Work closely with Engineering, DevOps, and Information Security to escalate and resolve complex issues
  • Communicate technical details clearly to both technical and non-technical audiences
  • Identify trends in support requests to pinpoint opportunities for process improvement, automation, and self-service
  • Optionally, contribute to building support scripts and diagnostic tools
  • Develop and maintain comprehensive L2 documentation, runbooks, and knowledge base articles

Requirements:

  • Minimum of 7 years of hands-on experience in technical support, application support, or systems administration
  • At least 2 years in a senior, tech lead, or team lead role
  • Proven track record of leading or mentoring a technical support team in a fast-paced, 24/7 environment
  • Experience in B2B SaaS, FinTech, or a regulated industry is a major plus
  • Demonstrable ability to read and understand object-oriented code (e.g., Python, Java, Go, C#)
  • Hands-on coding or scripting experience (e.g., Python, Bash) is highly desirable
  • Solid understanding of cloud platforms (e.g., AWS, GCP, Azure), containerization (Docker, Kubernetes), and corporate networking concepts (TCP/IP, DNS, VPNs, firewalls)
  • Expertise in troubleshooting on Linux environments
  • Strong understanding of IT security principles, access control (IAM), and incident response best practices
  • Superior analytical, troubleshooting, and root cause analysis skills
  • Excellent communication and interpersonal skills
  • Experience with support ticketing systems (e.g., Jira, Zendesk) and monitoring tools (e.g., Prometheus, Grafana)
  • Experience with ITIL or similar service management frameworks is desirable

Nice to have:

  • Experience in B2B SaaS, FinTech, or a regulated industry
  • Hands-on coding or scripting experience (e.g., Python, Bash)
  • Experience with ITIL or similar service management frameworks

Additional Information:

Job Posted:
February 21, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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