Position: L2 Technical Support Team Lead / Head of Support
Category: Support
English level: fluent
Years of experience: 7


Current position is Technical Support Team Lead (L2) in game dev.
Looking for a job to lead L2 /L1 support teams or build support process from scratch. Interested in a full-time position based in Limassol or remote work. 

A few words about my experience:

Responsibilities as L2 Tech Support Engineer:
investigation and resolving of complex technical and business-related issues.
communication with business, customer support and R&D departments.
working with DB (SQL) and monitoring systems. 
production incidents management. 

Responsibilities as TL:
Distributing tasks for the team and supervising execution as per SLA, tracking team's KPIs. 
Mentoring; updating workflow instructions and documentation.
Introduction of new processes and improvement of existing ones.
Resource planning and management, hiring process. 
Defining and tracking team's and personal KPIs.
Continual service improvement.
New employee and new projects /products onboarding. 
Reports creation.
And many more to be continued that can be discussed during a call. 

Before that worked as L1 and L1.5 support engineer and support project coordinator.

Some more info about me as a specialist:
Able to work efficiently without supervision, coordinate, lead and motivate the team.
Stress tolerant - perceiving stress as a driving factor.
Able to efficiently communicate with the team members and stakeholders; finding personal approach to each employee.
Able to lead a constructive discussion on any topic with no emotions involved; able to compromise and cooperate.
Having self-motivation on getting, extending and applying new knowledge and skills to practice.
Attention to details; investigation skills; multi-tasking.

Skills available :
English C1
German B1
ITIL
SQL
Jira, Confluence
HP Service Manager
ServiceNow
Zendesk
Kibana, Grafana
Google BigQuery
Business correspondence
Python (beginner)