Level 2 Support Team Lead

About Us 

Hawk is the leading provider of AI-supported anti-money laundering and fraud detection technology. Banks and payment providers globally are using Hawk’s powerful combination of traditional rules and explainable AI to improve the effectiveness of their AML compliance and fraud prevention by identifying more crime while maximizing efficiency by reducing false positives. With our solution, we are playing a vital role in the global fight against Money Laundering, Fraud, or the financing of terrorism. We offer a culture of mutual trust, support and passion – while providing individuals with opportunities to grow professionally and make a difference in the world. 

Your Mission:

As the Level 2 Support Team Lead, you will build and manage a new team of technical experts responsible for ensuring the stability and reliability of our platform for our global clients. You will be the crucial link between our customer facing teams, our clients, and our core Engineering, Infrastructure, and InfoSec teams. Your mission is to lead by example, providing technical guidance to support new and existing customers. You will help pre-sales teams design implementation solutions and answer technical RFPs, while also solving complex technical problems for existing customers that our customer-facing teams cannot resolve. This role requires a hands-on leader who is comfortable in both technical and client-facing worlds—able to read code, understand complex systems, and explain those complexities easily to technical customers.

Your Responsibilities:

• Team Leadership & Mentoring: Build, lead, and mentor a high-performing L2 Support team. Manage team schedules, set performance goals (KPIs/SLAs), and foster professional development.

• Technical Escalation & Triage: Act as the primary technical escalation point for complex issues from our customer facing teams. Triage, troubleshoot, and diagnose problems in our production environment for new and existing customers, often by reading application logs and reviewing code.

• Complex Problem Resolution: Lead the L2 response during technical escalations, coordinating with stakeholders and ensuring clear communication. Drive the post-incident review process and work with engineering on root cause analysis (RCA).

• Pre-sales & Solution Design Support: Partner with pre-sales and technical account management teams to provide technical answers for RFPs and assist in designing implementation solutions for new and existing customers.

• Code & System Analysis: Utilize your ability to read and understand code (e.g., Python, Java, or similar) to identify bugs, analyze system behavior, and assist in troubleshooting.

• Infrastructure & Security Acumen: Apply a strong understanding of infrastructure (cloud platforms, networking) and InfoSec principles to diagnose multi-system issues and collaborate on security-related incidents.

• Collaboration & Communication: Work closely with Engineering, DevOps, and Information Security to escalate and resolve complex issues. Communicate technical details clearly to both technical and non-technical audiences.

• Process Improvement & Automation: Identify trends in support requests to pinpoint opportunities for process improvement, automation, and self-service. Optionally, contribute to building support scripts and diagnostic tools.

• Knowledge & Documentation: Develop and main comprehensive L2 documentation, runbooks, and knowledge base articles to improve team efficiency and issue resolution speed.

Your Profile:

• Minimum of 7 years of hands-on experience in technical support, application support, or systems administration, with at least 2 years in a senior, tech lead, or team lead role.

• Proven track record of leading or mentoring a technical support team in a fast-paced, 24/7 environment (experience in B2B SaaS, FinTech, or a regulated industry is a major plus).

• Strong Technical Expertise:

  • Code Comprehension: Demonstrable ability to read and understand object-oriented code (e.g., Python, Java, Go, C#). Hands-on coding or scripting experience (e.g., Python, Bash) is highly desirable.

  • Infrastructure: Solid understanding of cloud platforms (e.g., AWS, GCP, Azure), containerization (Docker, Kubernetes), and corporate networking concepts (TCP/IP, DNS, VPNs, firewalls).

  • Operating Systems: Expertise in troubleshooting on Linux environments.

• Security Mindset: Strong understanding of IT security principles, access control (IAM), and incident response best practices.

• Excellent problem-solving: Superior analytical, troubleshooting, and root cause analysis skills.

• Strong communicator: Excellent communication and interpersonal skills, with the ability to explain complex technical concepts clearly to diverse audiences, including technical customers, and remain calm under pressure.

• Experience with support ticketing systems (e.g., Jira, Zendesk) and monitoring tools (e.g., Prometheus, Grafana).

• Experience with ITIL or similar service management frameworks is desirable.