PG
Team Lead Product Support L2 (m/w/d)
Contract type
Ongoing
Work mode
Hybrid · 3 days/week in office · Munich, Germany
Experience
Lead / principal · Not stated
Level inferred from job title
Job description
Lead the Product Support L2 team at a parking-technology company, building a company-wide support model while staying hands-on with complex technical escalations and AI-driven automation.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Hybrid · 3 days/week in office · Munich, Germany
- Languages
- German – fluent, English – fluent
What you'll do
- Build and grow the Product Support (L2) team and lead it technically and disciplinarily
- Establish clear responsibilities between L1, L2 and specialist teams
- Work directly in logs, data, interfaces and reproduction of issues
- Stay in close direct contact with customers during complex escalations until resolution
- Identify the biggest levers in support and develop practical AI solutions
- Bring use cases from prototype into daily operations, considering data protection and answer quality
- Own technical enablement of the B2B and B2C frontline so L1 can solve standard cases independently
- Feed recurring error patterns and evidence into prioritization with Product and Engineering
What we're looking for
- Proven experience building and leading a technical support function or comparable operations
- Ability to lead a team technically and disciplinarily and establish high standards
- Analyze complex faults across software, hardware and interfaces
- Logs, SQL or comparable data analysis and clean reproduction are part of your toolkit
- Practical experience building or introducing AI, LLM and automation applications and checking their quality
- Strong drive for customer contact and clear, committed communication in difficult cases
- Entrepreneurial judgment, prioritizing by customer impact, operational risk and effort
- Fluent communication in German and English
Your team
Product Support (L2)
The L2 support team handling complex customer problems, working with rotating engineers and interfacing with L1, Product, Engineering and Operations.
Benefits
- Company pension scheme, corporate benefits and Jobrad leasing
- Choice between a subsidized Deutschlandticket or EGYM Wellpass
- 29 vacation days, flexible working hours and the option of an EU workation
- Onboarding, height-adjustable desks and modern Apple equipment from day one
- Free snacks, subsidized office catering and a weekly team lunch
- Office in Neue Balan with rooftop terrace and Alpine panorama
- Flat hierarchies and a culture of "Du" from day one
Apply
About Peter Park System GmbH
Software, hardware and people meet in real parking operations
Parking technology company where cameras, payment machines and digital payment processes must work together for customers and users of their parking areas.
Mission
Make support better across the entire company through a strong support model
Key facts
- Munich
- Office in Neue Balan with rooftop terrace and Alpine panorama
- Start-up mentality in a financially secure and stable environment
What they value
- Flat hierarchies and a culture of "Du" from day one
- Your ideas are not only welcome but heard
- Trust in your abilities and support for your development