Support Team Lead (hands-on L3-L4)

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.