Technical Support Lead (L2+) in MAUDAU

MAUDAU is a young, ambitious Ukrainian tech company that has already made a name for itself and has taken a competitive position on the market. We are in love with our product, which we are constantly improving, and we really appreciate our guest, for whom we create and surpass ourselves every day.

We strive to change the market and constantly look for new opportunities in it. We create a high-quality, modern and, most importantly, Ukrainian product! Today, we already have more than 700 people in our team, and we will continue to grow. Join to build together!

We are now looking for aTech Support Lead (L2) to strengthen our product team and help take technical support to the next level. If you want to not just respond to requests, but to build system support, develop a team and influence the stability of the product - this is your chance!

The role combines technical expertise and leadership: about 70% of the time you will work with complex requests, debugging and incidents, and 30% - you will develop the team and improve processes.

What you need to do:

• Review and process complex technical requests at the L2 level of support.

• Conduct incident investigations, RCAs and post-mortems.

• Monitor system stability through Datadog, Sentry and other tools.

• Work closely with development teams, DevOps and business stakeholders.

• Optimize and document technical support processes.

• Develop the Tech Support team: feedback, training, mentoring.

• Improve the customer experience: reducing reaction time and improving the quality of solutions.

• Build a system of metrics (SLA, CSAT, FRT) and monitor their compliance.

• Implement initiatives to automate and optimize support work.

What is important to us:

Hard skills:

• Experience in the position of Tech Support Engineer/ Tech Support Lead (L2+).

• Deep understanding of web technologies: HTTP/S, REST API, client-server architecture.

• Owning monitoring and alerting systems (Datadog, Sentry, PagerDuty or similar).

• Log and trace analysis skills.

• Experience with SQL databases, basic diagnostics.

• Debug production incidents, understanding SLA and post-mortems.

• Basic knowledge of security (access, data privacy).

• Practical experience of working with ticket systems (Jira Service Desk or similar).

Soft skills:

• People management: team formation and development, mentoring, one-to-one, performance review.

• Optimization of technical support processes.

• Strong communication skills to work with developers and business.

• Analytical thinking and a systematic approach to problems.

• Proactivity, responsibility and leadership in critical situations.

It will be +++

• Experience in food e-commerce companies.

• Automation of support tasks (chat-bots, integration).

• Construction is reportedhundred by support metrics.

What we offer:

• Flexible schedule, 5 days a week, 8 hours a day.

• An additional working day on weekends (once every two weeks).

• No night shifts.

• Working in a technically strong environment and a team with a great sense of humor)

Why is MAUDAU cool?

• You will have an impact on a product made in Ukraine that is used by thousands and millions;

• You will be part of the school tech team;

• You will have real challenges and ambitious goals;

• You will work with a cool team of like-minded people and an open management;

• You will regularly receive company news in the form of digests and All Hands meetings;

• You will receive timely and open feedback;        

How does our tech team work? 

• We have a clear code style;

• We don't slow down: only up-to-date frameworks, libraries and technologies;

• We work with technical debt every quarter;

• We work in a self-organized scrum team, where everyone has an influence on processes and the product;

• We have a strong, efficient and professional team that shares experience and learns together.

As a member of the MAUDAU team, you can count on:

• Real ownership and influence on the product;

• Opportunities for your personal development, learning and growth;

• Flexible schedule and remote work opportunities;

• 20 working days of paid vacation, paid sick leave without bureaucracy and an additional day off on your birthday. 

If you want to become part of a team that forms systematic and stable technical support, here you will be able to realize your potential and influence the development of the product and business!