L2 Support Team Lead

Tangem is a high-tech company in the blockchain sector was founded in 2017, headquartered in Zug, Switzerland, with branches in North America, Eastern Europe, and APAC.

Tangem started with the idea of bringing digital assets to the masses using a unique combination of a smartcard-based hardware wallet and mobile applications. Company owns and promotes the technology of hardware cold-wallet for digital assets with secure and simple UX in 220 countries today. Our customers enjoy setup time within 1 minute with the ultimate security level for digital assets on their wallet.

Tangem solutions offer multi-support of a growing number of thousands of tokens by a single wallet. SBI Crypto Investment Ltd., the digital asset venture investment company wholly owned by SBI Holdings Inc., has invested $15 million into Tangem in 2019 for mass adoption of blockchain technology.

We’re looking for a
L2 Support Team Lead
to build and lead our second-line support function from the ground up. You’ll design processes, hire and develop a team, and ensure our users get fast, reliable technical assistance. This is a key leadership role with high impact on product stability, service quality, and customer satisfaction.

• Build, lead, and scale the
  L2 Support Team
  from scratch;
• Define processes, KPIs, and escalation workflows between L1, L2, and engineering teams;
• Collaborate with developers to identify and implement tools for monitoring, alerting, and incident management;
• Investigate and resolve complex service issues and incidents;
• Set up dashboards and metrics to track performance and service health (e.g., Grafana, Prometheus, Cloud Watch);
• Drive continuous improvement through root cause analysis and knowledge sharing;
• Ensure the team is prepared for 24/7 coverage as the company scales.

• Proven experience building or leading a
  technical support team
  ;
• Strong
  technical background
  in Linux systems, networking, and cloud environments (AWS preferred);
• Experience with monitoring tools (Grafana, Kibana, Prometheus, etc.);
• Excellent
  communication and leadership
  skills;
• Proactive, structured, and comfortable in a fast-changing environment.
• Cloud:AWS (all projects deployed in the cloud);
• Version Control & CI/CD:Git Hub, Git Hub Actions.
• Opportunity to
  build L2 support from zero
  and shape best practices;
• Work with a modern cloud stack and collaborate directly with engineering;
• Influence the reliability and customer experience of core company services.

• Stability, development, participation in the future unicorn's growth;
• Remote work from anywhere in the world;
• Competitive salary in
  EURO/USDT
  ;
• Vacation 20 working days per year;
• Birthday presents;
• Compensation for the purchase of necessary technical devices for the work;