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. 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, CloudWatch);
• 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);
• Hands-on SQL skills (complex queries, optimization);
• Experience with monitoring tools (Grafana, Kibana, Prometheus, etc.);
• Excellent communication and leadership skills;
• Proactive, structured, and comfortable in a fast-changing environment.

• 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;
• Paid sick leaves.