Lead L2 Support Engineer – Escalations, Mentoring & Solutions

Hawkai; City of London; On-site; GBP 60,000 - 75,000; Full time

Job summary

A technology firm in London is seeking a Level 2 Support Team Lead to build and manage a skilled team. You will ensure platform reliability for clients, handle complex technical issues, and guide pre-sales teams. The ideal candidate will have at least 7 years of experience in technical support, strong coding abilities (Python, Java), and a collaborative mindset. This full-time role offers significant opportunities for professional growth in a dynamic environment.

Qualifications

• Minimum of 7 years of hands-on technical support experience.
• Experience in B2B SaaS, FinTech, or regulated industries preferred.
• Strong understanding of IT security principles.

Responsibilities

• Lead and mentor a high-performing L2 Support team.
• Act as the primary technical escalation point for complex issues.
• Coordinate with stakeholders during technical escalations.

Skills

Technical support experience

Code comprehension (Python, Java)

Problem-solving skills

Communication skills

Tools

Jira

Prometheus

Grafana

Job description

A technology firm in London is seeking a Level 2 Support Team Lead to build and manage a skilled team. You will ensure platform reliability for clients, handle complex technical issues, and guide pre-sales teams. The ideal candidate will have at least 7 years of experience in technical support, strong coding abilities (Python, Java), and a collaborative mindset. This full-time role offers significant opportunities for professional growth in a dynamic environment.