The L2 Support Team Lead is responsible for leading the Level 2 Support Operations team, ensuring service reliability, operational efficiency, and strong cross-functional collaboration. The team is geographically distributed between North Macedonia and India.

This role combines technical leadership, people management, and operational governance. The Team Lead oversees incident response, workload distribution, team development, and service performance across a complex cloud-based video platform.

The position serves as the primary operational liaison between Support, Engineering, Product, and other stakeholders while building a high-performing team capable of resolving advanced platform and streaming challenges. The Team Lead is also expected to actively support L2 engineers during complex technical cases and provide leadership during major incidents to ensure rapid resolution and effective coordination.

Key Responsibilities

Team Leadership & People Management

• Lead, mentor, and develop L2 Support Engineers to strengthen technical expertise and decision-making capabilities.
• Conduct regular one-on-one meetings, provide career guidance, and support professional growth.
• Foster a culture of accountability, ownership, collaboration, and continuous improvement.
• Promote knowledge sharing and ensure critical operational knowledge is documented and accessible.

Support During Complex Cases and Major Incidents

• Provide hands-on guidance to engineers during high-impact incidents.
• Lead incident response efforts, ensuring clear communication, structured troubleshooting, and timely resolution.
• Coordinate with Engineering, Product, and Infrastructure teams during outages or service degradations.
• Drive post-incident reviews, identify root causes, and ensure preventative actions are implemented.

Workforce Planning & Shift Management

• Own and manage the shift roster to ensure appropriate coverage across business hours, releases, and critical live events.
• Balance workloads, on-call rotations, and escalation availability.
• Anticipate staffing needs based on platform growth and operational demand.

Onboarding & Training Programs

• Design and maintain a structured onboarding process for new L2 engineers.
• Ensure new hires become operational efficiently through documented workflows, training plans, and shadowing.
• Identify skill gaps within the team and coordinate targeted training initiatives.
• Encourage documentation maturity and consistent use of the knowledge base.

Performance Management

• Develop and manage a performance assessment framework aligned with operational KPIs.
• Define measurable goals related to incident response, ticket quality, escalation accuracy, customer impact, and technical competency.
• Conduct performance reviews and implement development or improvement plans when needed.

Operational Oversight

• Oversee ticket queues and escalation paths to ensure timely and effective resolution.
• Ensure incidents are properly prioritized and managed according to their business impact.
• Continuously evaluate and improve operational workflows to reduce manual effort and increase automation.
• Maintain high standards for troubleshooting, documentation, and communication.

Cross-Team Communication & Planning

• Represent L2 Support in release planning, operational readiness reviews, and change management discussions.
• Partner with Engineering to anticipate platform changes and assess operational impact.
• Align closely with B2B Support on escalation processes and service expectations.
• Facilitate proactive communication during major platform events or operational risks.

Reporting & Service Metrics

• Own operational reporting for leadership, including incident trends, root cause patterns, SLA adherence, escalation rates, team utilization, and service risks.
• Provide actionable insights and recommend improvements based on performance data.
• Establish dashboards or reporting mechanisms to improve operational visibility.

Technical Governance

Although primarily a leadership role, the Team Lead must remain technically credible and capable of guiding advanced troubleshooting efforts.

Responsibilities include:

• Supporting engineers in diagnosing complex platform or streaming issues.
• Reviewing high-risk operational changes.
• Driving operational maturity and standardization across the team.

Technology Environment

• AWS (CloudWatch, , IAM, S3, Media Services)
• GCP
• Terraform and GitHub (CI/CD)
• REST APIs and Postman
• Video Streaming technologies
• Logging platforms (e.g., Cloudwatch, Logz.io, kibana, Datadog, NewRelic)
• Linux and SSH

Experience

• 4–6+ years of experience in Technical Support, Cloud Operations, Site Reliability Engineering, or Platform Operations.
• At least 2 years of experience in a leadership, senior, or mentoring capacity.
• Experience managing incident-driven environments with strict service expectations.
• Strong process improvement and automation mindset

Technical Knowledge

• Strong understanding of cloud infrastructure, preferably AWS.
• Familiarity with video streaming platforms or media workflows is highly desirable.
• Experience with DevOps practices, CI/CD pipelines, and infrastructure tooling.
• Ability to translate technical issues into business impact for stakeholders.

Leadership Skills

• Proven ability to lead technical teams in high-pressure operational environments.
• Strong organizational and workforce planning capabilities.
• Excellent stakeholder management and communication skills.
• Data-driven mindset with experience producing operational reports.
• Effective decision-making and conflict resolution skills.

Good to Have

• Experience in media, OTT, or broadcast environments.
• ITIL or formal incident management training.

We’re looking for someone who is:

• driven to push the boundaries and lead change and performance
• communicative to leave no-one in the dark and to work with your team successfully
• reliable so we know that we can call on you to meet deadlines
• passionate about the latest technologies and standards
• proactive to suggest improvements, identify and fix potential issues
• solid technically speaking, to advise both Clients and internal teams

Our people are key to our success and we pride ourselves on offering a dynamic, creative, innovative and supportive environment. Having the right combination of a 'can-do' approach, strong work ethic, integrity, friendliness and attention to detail is crucial.

Even if you don’t tick all the boxes for one particular role, but you have a keen interest in what we do, send us your details, we may find a suitable match during the interview process.

Deltatre consciously nurtures an environment where each and every team member feels safe to bring their whole selves to work, in which everyone is valued and respected for who they are and what they bring. Everyone has the opportunity to reach their full potential, and every team member is expected to treat everyone with dignity and respect, value different perspectives, use inclusive language and work in alignment with Deltatre's commitment to diversity and inclusion. At Deltatre, everyone is welcome and celebrated.

We are committed to ensuring that we provide equal opportunities for all. Please let us know if you need us to make any adjustments or if you have any special requirements for the interview process. Depending on the role this normally includes a written test and interview.