Technical Support Engineer (TSE) Team Lead - Malta
About this role
Technical Support Engineering Team Lead responsible for overseeing a 24/7 support engineering function, providing leadership, escalation management, and operational oversight. The role focuses on driving high service standards, incident response, and continuous improvement while collaborating closely with engineering and infrastructure teams.
Key duties include mentoring team members, managing production incidents, improving processes and monitoring, and ensuring effective communication across stakeholders. Requires strong experience in technical support or service operations, leadership capability, and the ability to perform under pressure in a fast-paced, customer-focused environment
Main Responsibilities
Provide day-to-day leadership, guidance, and support to the 24x7 Technical Support Engineering team.
Lead by example and promote a culture of professionalism, accountability, ownership, continuous learning, and customer focus.
Act as the primary technical and operational escalation point for Technical Support Engineers.
Ensure all Technical Support Engineers are appropriately trained, supported, and equipped to perform their responsibilities effectively.
Coach, mentor, and develop team members, creating opportunities for both technical and professional growth.
Drive adherence to SOPs, operational runbooks, escalation frameworks, incident management processes, and service standards.
Coordinate the response to production incidents, operational alerts, customer-impacting events, and service disruptions.
Work closely with Platform Engineering, SRE, DevOps, Infrastructure, Security, and Software Engineering teams to escalate, investigate, and resolve complex technical issues.
Build strong working relationships with Customer Service and Operations teams to ensure effective communication and rapid resolution of customer-impacting incidents.
Ensure operational handovers between shifts are completed accurately and consistently.
Review recurring incidents, operational chal