Team Lead 3rd Level Support - netcup (m/f/d)

Be Yourself - Because that´s how we want You to be

We can, we want and we are also entitled to – because we are a team of highly motivated and qualified employees who are passionate about inspiring customers and working on technical solutions. That makes us unique. Join us to take our products further and shape the future of netcup.

Team Lead 3rd Level Support – netcup (m/f/d)

Full‑time | Karlsruhe, Remote

Salary: from €60,000 gross per year, depending on qualification and experience.

Is customer satisfaction your top priority? Are you passionate about improving team processes? Does solving high‑level technical challenges excite you? Do you keep a clear head even when multiple escalations are on the table at once, and ensure that the right issues are addressed at the right time? Then lead our technical support team (Level 3) at netcup. You’ll lead a team of experienced Linux specialists, drive projects forward, and serve as the central point of contact between support, infrastructure, and platform development.

Profile

• Technical and managerial leadership of the Level 3 team, including professional development, mentoring, and performance management of team members
• Ensuring technical quality in case handling, providing support for complex issues, and offering technical guidance for challenging escalations
• Continuously improving day‑to‑day business processes and establishing clear escalation and handling procedures
• Proactively planning, managing priorities, and ensuring that important issues do not get lost in day‑to‑day operations
• Supporting technical and organisational projects, from concept to rollout
• Close coordination with internal stakeholders, particularly 1st and 2nd level support, and infrastructure, virtualization, and platform development teams
• Supporting teams in coordinating complex escalations and incident resolution

Wanted

• Several years of professional experience in technical support, ideally in 2nd or 3rd level support
• Experience with cloud and hosting products is a plus
• Initial leadership experience or a clear motivation to take on responsibility for a team
• Solid technical understanding of Linux server environments, virtualization (e.g., KVM), and web hosting (e.g., Plesk)
• Experience in incident and problem management, ideally with an ITIL background
• A structured, proactive approach to work and a good sense of prioritisation
• Strong communication skills when interacting with the team, cross‑functional partners, and stakeholders
• A desire to question processes and make lasting improvements
• Very good German and good English skills

What We Offer

We provide flexible working hours, good transport connections, further training, a mentoring program, free parking, a mobile phone and notebook, snacks and drinks, employee events, and a fun corner. Some benefits vary by position and location.

About Netcup

Founded in 2008, netcup has been part of the Anexia Group since 2016. As an internet service provider, we serve over 75,000 business and residential customers worldwide, primarily through web hosting, virtual and dedicated servers, and related support services. Netcup also offers a large selection of top‑level domains. We have won several awards, including a 'Very good' rating from CHIP computer magazine. The Anexia Group comprises over 400 employees and 6 global office locations.