Support Tier 2 Team Lead

We are looking for a committed and skilled Tier 2 Team Leader to oversee and assist our Tier 2 support technicians in delivering outstanding technical support to CATO Networks customers globally within a rapidly growing environment. 

As a Tier 2 Team Leader, you will play a pivotal role in driving team performance, resolving complex challenges, and cultivating a collaborative and innovative work environment. If you thrive on solving problems, inspiring others, and making a meaningful impact every day, all while excelling in a fast-paced and dynamic setting, we invite you to join our team! 

Responsibilities: 

• Lead, coach, and mentor a team of Tier 2 support technicians. 
• Facilitate the onboarding process for new hires and address personal matters. 
• Conduct regular individual and team meetings to encourage open discussions and idea sharing. 
• Ensure the team follows established roles, responsibilities, and procedures. 
• Provide mentoring and feedback to improve performance. 
• Serve as the point of contact for team communications and relay updates to management. 
• Oversee the progress of support tickets and escalate when necessary. 
• Identify and highlight technical gaps and opportunities for process improvement. 
• Take ownership of customer escalations and resolve issues promptly. 
• Collaborate with team members and colleagues to address broader issues. 

Requirements: 

• Proven leadership experience and the ability to inspire a team. At least 2 years of experience.  
• Strong technical expertise in networking, firewalls, and security protocols. 
• Excellent problem-solving skills and a passion for tackling technical challenges. 
• Effective communication skills with a focus on customer service.
• Ability to adapt and thrive in a fast-paced environment.
• Fluent in English, both written and spoken