Team Lead Support, SIDES
2nd & 3rd Level
Office located in Südkreuz, Berlin
Gastronomic delivery software
Be an early applicant
Gastronomic delivery software
21-100 employees
Be an early applicant
Office located in Südkreuz, Berlin
21-100 employees
Company mission
To enable all restaurateurs to design their market in a forward-looking, self-determined and profitable manner.
Role
Who you are
- 3+ years of experience in technical or application support, ideally within SaaS, POS, or IT service environments
- Proven leadership experience or a strong ambition to grow into a team lead role
- Strong understanding of APIs, databases, and network infrastructure, paired with hands-on troubleshooting expertise
- Experience with support and collaboration tools such as Zoho Desk, Jira, Confluence, and AWS environments
- Analytical, structured, and solution-oriented mindset
- Excellent communication and stakeholder management abilities
- Fluent in both German and English (written and spoken)
What the job involves
- As the Team Lead Support (2nd & 3rd Level), you will play a key role in ensuring technical excellence and operational reliability across SIDES’ product ecosystem. You will lead a team of experienced technical specialists, act as the escalation point for complex cases, and serve as the link between Customer Support, DevOps, and Product Engineering
- This role combines leadership, hands-on technical expertise, and process ownership to deliver outstanding customer experiences and system stability
- Lead, mentor, and develop the 2nd & 3rd Level Support team, fostering ownership, expertise, and customer focus
- Contribute to onboarding and continuous training initiatives within the Support department
- Oversee the resolution of complex technical issues, including API, integration, and backend-related incidents
- Manage the full incident lifecycle: prioritization, communication, root-cause analysis, and post-mortem reviews
- Serve as escalation contact for key enterprise customers in collaboration with Customer Success and Account Management
- Ensure smooth cooperation and knowledge transfer between 1st, 2nd, and 3rd Level Support
- Work closely with Product, QA, and DevOps teams to identify recurring issues and drive product stability improvements
- Monitor critical system alerts and coordinate timely resolutions with internal stakeholders
- Maintain and enhance AI-driven automations, such as:
- Automated ticket classification & routing
- AI-based CRM data cleaning
- Automated report generation
- Contract data extraction & validation
- Forecasting, anomaly detection & alerts
- Support the development of an internal AI Enablement Framework
- Track and report key performance metrics such as SLA compliance, backlog trends, and customer impact
- Maintain and expand internal documentation, runbooks, and troubleshooting guides
- Support the continuous improvement of support workflows, escalation procedures, and communication standards
Application process
- We look forward to receiving your meaningful application, including your salary expectations and earliest start date
Our take
Though founded in 2014, German startup SIDES - or SimplyDelivery - found its footing in the early 2020s as app-based food delivery services became fully integrated into everyday life. SIDES develops the software used by restaurants, catering companies, takeaway, and these industry's customers, to manage and process orders and tasks in the digital space. Now used in five European countries, SIDES has acquired thousands of clients to date.
In 2022, SIDES partnered with STRIPE payment technology to add a secure payment platform to its software, bringing its platform into the realm of eCommerce. While the company is still up against stiff competition from industry giants like Uber Eats and Deliveroo, its steady growth and expanding client base signal a strong future for the company.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (1 round)
Jul 2021
$11.7m
SERIES A
Total funding: $11.7m
Company benefits
- Company laptop
- Flexible working hours
- Free parking
- Remote work
- Vouchers and discounts
- Employee discounts
- Free beverages
- Home Office
- Sports membership
Company HQ
Schöneberg, Berlin, Germany
Leadership
Ronny Rohland
(Founder & CTO)Graduated with a BA Software-Engineering at Berufsakademie Berlin.
Bjorn Wisnewski
(CEO)Previously Owner at LN Media.
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