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Customer Engineer Team Lead

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Hawk

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Location:
United Kingdom , London

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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.

Job Responsibility:

  • Team Leadership & Mentoring: Build, lead, and mentor a high-performing L2 Support team
  • Technical Escalation & Triage: Act as the primary technical escalation point for complex issues
  • Complex Problem Resolution: Lead the L2 response during technical escalations
  • Pre-sales & Solution Design Support: Partner with pre-sales and technical account management teams to provide technical answers for RFPs
  • Code & System Analysis: Utilize your ability to read and understand code to identify bugs
  • Infrastructure & Security Acumen: Apply a strong understanding of infrastructure and InfoSec principles
  • Collaboration & Communication: Work closely with Engineering, DevOps, and Information Security
  • Process Improvement & Automation: Identify trends in support requests to pinpoint opportunities for process improvement
  • Knowledge & Documentation: 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
  • Strong Technical Expertise: Code Comprehension: Demonstrable ability to read and understand object-oriented code (e.g., Python, Java, Go, C#)
  • Infrastructure: Solid understanding of cloud platforms (e.g., AWS, GCP, Azure), containerization (Docker, Kubernetes), and corporate networking concepts (TCP/IP, DNS, VPNs, firewalls)
  • Operating Systems: Expertise in troubleshooting on Linux environments
  • Security Mindset: Strong understanding of IT security principles, access control (IAM), and incident response best practices
  • Excellent problem-solving: Superior analytical, troubleshooting, and root cause analysis skills
  • Strong communicator: Excellent communication and interpersonal skills, with the ability to explain complex technical concepts clearly to diverse audiences
  • Experience with support ticketing systems (e.g., Jira, Zendesk) and monitoring tools (e.g., Prometheus, Grafana)

Nice to have:

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

Additional Information:

Job Posted:
February 21, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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