We are looking for a hands-on Support Team Lead to join a large-scale enterprise project. This is a hybrid role combining technical support (L3-L4 level) and team leadership.
You will not only lead the support function but also actively work with incidents, troubleshoot complex issues, and ensure system stability in production.
Responsibilities: hands-on technical support: * Investigate and resolve complex production issues (L3-L4 level) * Troubleshoot software systems (server-side and client-side) * Work with: * SQL queries * logs and system behavior * APIs and integrations * Support and maintain enterprise systems: * CRM * Billing * Rating * Participate in: * system implementation and deployment * post-release support * Interact directly with customers: * handle incidents, requests, escalations * ensure issues are resolved within SLA
Team leadership & process ownership: * Organize and manage shift-based support (planning, coverage, rotations) * Distribute workload and monitor team performance * Act as first escalation point * Ensure no tickets are stuck and processes are followed * Build and improve support processes: * incident management * communication flows * escalation handling.
Requirements: * 5+ years of experience in technical / production support * 2+ years in a support lead / senior support role * Experience at L3-L4 level (independent troubleshooting in production) * Previous experience as Senior Support Engineer or Support Lead * Strong hands-on skills: * SQL * troubleshooting complex systems * root cause analysis * Ability to quickly understand end-to-end system architecture * Strong analytical and problem-solving skills * Willingness to work in a shift-based schedule (and organize it) * Languages: Ukrainian — Native, English — Advanced
Nice to have * Oracle * Linux (advanced user level) * Experience in QA or development * Experience with enterprise systems (billing / telecom / energy)
Working with MaxBill, you will receive: * 20 working days of annual vacation per year, plus paid public holidays. * Provision of sick/personal leave. * Paid trainings, conferences, seminars, and certification courses, classes in English. * On-the-job mentoring program to learn from experienced colleagues. * The possibility of remote work and a flexible schedule.
