{"data":{"id":165734,"slug":"technical-support-engineer-tse-team-lead-malta","type":"job","title":"Technical Support Engineer (TSE) Team Lead - Malta","description":"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.\nKey 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\nMain Responsibilities\nProvide day-to-day leadership, guidance, and support to the 24x7 Technical Support Engineering team.\nLead by example and promote a culture of professionalism, accountability, ownership, continuous learning, and customer focus.\nAct as the primary technical and operational escalation point for Technical Support Engineers.\nEnsure all Technical Support Engineers are appropriately trained, supported, and equipped to perform their responsibilities effectively.\nCoach, mentor, and develop team members, creating opportunities for both technical and professional growth.\nDrive adherence to SOPs, operational runbooks, escalation frameworks, incident management processes, and service standards.\nCoordinate the response to production incidents, operational alerts, customer-impacting events, and service disruptions.\nWork closely with Platform Engineering, SRE, DevOps, Infrastructure, Security, and Software Engineering teams to escalate, investigate, and resolve complex technical issues.\nBuild strong working relationships with Customer Service and Operations teams to ensure effective communication and rapid resolution of customer-impacting incidents.\nEnsure operational handovers between shifts are completed accurately and consistently.\nReview recurring incidents, operational challenges, monitoring effectiveness, and support trends, identifying opportunities for improvement.\nParticipate in incident reviews, root cause analysis activities, and post-incident follow-up actions.\nMaintain and improve operational documentation, knowledge articles, runbooks, SOPs, and escalation procedures.\nSupport onboarding activities and ensure new team members are integrated effectively into the Technical Support Engineering function.\nIdentify opportunities to improve operational processes, tooling, automation, monitoring, and team workflows, working collaboratively with Engineering, Platform, SRE, DevOps, and Operations teams to drive efficiencies and service improvements.\nActively contribute to improving service reliability, operational efficiency, monitoring coverage, and customer experience.\nRemain hands-on and actively engaged in operational activities while providing leadership and oversight to the wider team.\n\nMain Requirements\nProven experience within Technical Support, Production Support, Service Operations, Incident Management, NOC, or similar operational environments.\nExperience acting as a Team Lead, Shift Lead, Senior Technical Support Engineer, Senior Production Support Engineer, or similar leadership role.\nStrong understanding of production support, incident management, operational monitoring, service reliability, and escalation management.\nExperience supporting customer-facing production systems within a 24x7 environment.\nStrong troubleshooting and technical investigation skills.\nExperience working with Engineering, Platform, SRE, DevOps, Infrastructure, and Security teams to resolve production issues.\nExcellent communication, coordination, and stakeholder management skills.\nStrong mentoring and coaching capabilities.\nAbility to remain calm, organised, and decisive during high-pressure incidents.\nStrong problem-solving and decision-making skills.\nAbility to drive operational discipline and maintain high standards across the team.\n\nNice to Have\nExperience supporting highly available online platforms and distributed systems.\nFamiliarity with observability platforms, monitoring tools, dashboards, logging platforms, and alerting frameworks.\nExperience with Major Incident Management and Incident Command processes.\nKnowledge of Site Reliability Engineering, Platform Engineering, DevOps, and modern cloud environments.\nExperience within online gaming, fintech, SaaS, or other high-availability industries.\nExperience creating operational runbooks, knowledge bases, training programmes, and support documentation.","language":"sv","is_translated":true,"title_original":"Technical Support Engineer (TSE) Team Lead - Malta","description_original":"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.\nKey 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\nMain Responsibilities\nProvide day-to-day leadership, guidance, and support to the 24x7 Technical Support Engineering team.\nLead by example and promote a culture of professionalism, accountability, ownership, continuous learning, and customer focus.\nAct as the primary technical and operational escalation point for Technical Support Engineers.\nEnsure all Technical Support Engineers are appropriately trained, supported, and equipped to perform their responsibilities effectively.\nCoach, mentor, and develop team members, creating opportunities for both technical and professional growth.\nDrive adherence to SOPs, operational runbooks, escalation frameworks, incident management processes, and service standards.\nCoordinate the response to production incidents, operational alerts, customer-impacting events, and service disruptions.\nWork closely with Platform Engineering, SRE, DevOps, Infrastructure, Security, and Software Engineering teams to escalate, investigate, and resolve complex technical issues.\nBuild strong working relationships with Customer Service and Operations teams to ensure effective communication and rapid resolution of customer-impacting incidents.\nEnsure operational handovers between shifts are completed accurately and consistently.\nReview recurring incidents, operational challenges, monitoring effectiveness, and support trends, identifying opportunities for improvement.\nParticipate in incident reviews, root cause analysis activities, and post-incident follow-up actions.\nMaintain and improve operational documentation, knowledge articles, runbooks, SOPs, and escalation procedures.\nSupport onboarding activities and ensure new team members are integrated effectively into the Technical Support Engineering function.\nIdentify opportunities to improve operational processes, tooling, automation,monitoring, and team workflows, working collaboratively with Engineering, Platform, SRE, DevOps, and Operations teams to drive efficiencies and service improvements.\nActively contribute to improving service reliability, operational efficiency, monitoring coverage, and customer experience.\nRemain hands-on and actively engaged in operational activities while providing leadership and oversight to the wider team.\n\nMain Requirements\nProven experience within Technical Support, Production Support, Service Operations, Incident Management, NOC, or similar operational environments.\nExperience acting as a Team Lead, Shift Lead, Senior Technical Support Engineer,\nSenior Production Support Engineer, or similar leadership role.\nStrong understanding of production support, incident management, operational monitoring, service reliability, and escalation management.\nExperience supporting customer-facing production systems within a 24x7 environment.\nStrong troubleshooting and technical investigation skills.\nExperience working with Engineering, Platform, SRE, DevOps, Infrastructure, and Security teams to resolve production issues.\nExcellent communication, coordination, and stakeholder management skills.\nStrong mentoring and coaching capabilities.\nAbility to remain calm, organised, and decisive during high-pressure incidents.\nStrong problem-solving and decision-making skills.\nAbility to drive operational discipline and maintain high standards across the team.\n\nNice to Have\nExperience supporting highly available online platforms and distributed systems.\nFamiliarity with observability platforms, monitoring tools, dashboards, logging platforms, and alerting frameworks.\nExperience with Major Incident Management and Incident Command processes.\nKnowledge of Site Reliability Engineering, Platform Engineering, DevOps, and modern cloud environments.\nExperience within online gaming, fintech, SaaS, or other high-availability industries.\nExperience creating operational runbooks, knowledge bases, training programmes, and support documentation.","price":null,"currency":"SEK","status":"active","noindex":true,"location":{"address":null,"full_address":null,"city":null,"country":"SE","latitude":null,"longitude":null},"metadata":{"duration":"Tills vidare","employer":"Jobs Europe AB","positions":1,"profession":"Testledare\/QA lead","salary_type":"Fast och r\u00f6rlig l\u00f6n","scope_of_work":"100\u2013100 %","working_hours":"Heltid","employment_type":"Tillsvidareanst\u00e4llning (inkl. eventuell provanst\u00e4llning)","occupation_field":"Data\/IT","employer_workplace":"Eeze - Birkirkara","translation_status":"done","experience_required":true},"user_id":null,"is_sponsored":false,"views_count":0,"ai_views_count":2,"ai_vendor_counts":{"anthropic":2},"visibility":"public","submission_source":null,"submission_ai_name":null,"has_owner_email":true,"can_contact_owner":true,"phone":null,"owner_email":"applications@jobseurope.com","images":[],"published_at":"2026-08-20T17:38:20+00:00","expires_at":"2026-09-30T23:59:59+00:00","created_at":"2026-08-21T03:26:09+00:00","updated_at":"2026-08-21T04:01:10+00:00"}}