Team Lead Product Support L2 (m/w/d)

## Introduction: At Peter Park, software, hardware and people come together in real-world parking operations: cameras, ticket machines and digital payment processes must work together. When something doesn't work, our customers and the users of their parking areas feel it. This is where you come in: as Team Lead Product Support L2 (m/w/d), you solve challenging problems and build the structures that make support better across the entire company. You report directly to the CTO, build and expand our Company Support Model and anchor it in everyday work: an effective interplay of B2B and B2C Support, Product, Engineering and Operations. Your mandate ranges from technical diagnosis and team leadership to processes, tools and AI-supported automation. You set clear standards and drive change across team boundaries. Your focus is on building and developing the support model; for complex escalations, you remain personally active technically and in customer contact. ## Our Objectives and your Role: - **Build up and expand a company-wide support model.** You build up and expand the Team Product Support (L2), lead it professionally and disciplinarily, organize collaboration with rotating Engineers and create clear responsibilities between L1, L2 and specialist teams. You establish reliable diagnosis and solution pathways and make quality, speed and bottlenecks visible. - **Solve the most difficult customer problems.** You personally dig into logs, data, interfaces and reproduction. You actively reach out to customers, ask questions and understand what an error means in operation. For complex escalations, you stay in close direct exchange with the customer until the solution is reached. You are responsible for cases you take over until their verified closure, coordinate necessary contributions and explain technical findings and next steps to customers in an understandable way. - **Make AI and automation effective.** You identify the biggest levers in support and develop practical solutions yourself for L2 and, as a rule, also across multiple support levels: from automated diagnosis to LLM-supported knowledge search and case handling. Pure L1 automations are handled by our automation team; you provide professional advice. You bring use cases from prototype into everyday use, consider data protection, check response quality and faulty case closures, and ensure reliable handovers to humans. What matters is measurable benefit for customers and teams. - **Make L1 more effective independently.** You are responsible for the technical enablement of our B2B and B2C frontline. You combine training, diagnostic aids, knowledge and tools so that L1 can independently solve suitable standard cases. Together with the teams, you check what actually works and improve it in operation. - **Influence product decisions with solid evidence.** You recognize recurring error patterns, make customer and business impacts tangible and bring well-founded improvements into prioritization with Product and Engineering. You follow up on decisions and review the effect of implemented changes. In this way, individual cases become insights that change something beyond support. **Your Impact** A support model that can grow with the company. L1 solves more suitable cases itself, L2 reliably brings complex problems to closure, and AI and automation demonstrably relieve the teams. Recurring errors and their effects become visible and influence product decisions. To do this, you combine responsibility for building the model with your own technical work and direct customer contact. ## Your Expertise, Skills & Mindset: - **Proven experience in building and leading.** You have built up or expanded a technical support function or comparable Solutions or Reliability Operations and measurably improved it. You can lead a team professionally and disciplinarily, establish high standards and anchor changes across team boundaries. - **Technical substance.** You analyze complex errors across software, hardware and interfaces. Logs, SQL or comparable data analysis and clean reproduction are part of your toolkit. You can go deep into root causes with Engineers and turn vague problems into reliable diagnoses. - **Practical experience with AI, LLMs and automation.** You have built or introduced concrete applications and checked their quality and impact. You can work prototypically yourself, drive production-ready solutions forward with Engineering and assess where automation helps and where human judgment remains necessary. - **Genuine drive for customer contact.** You want to speak with customers, understand their problems and explain solutions. Even in difficult cases, you remain clear, committed and solution-oriented. Technical depth and closeness to customers belong together for you. - **Entrepreneurial judgment.** You prioritize by customer impact, operational risk and effort, make trade-offs transparent and bring open topics to a result. You communicate confidently in German and English. ## Work Setup: 40 hours per week (trust-based) Home office policy: 3 days in the office / 2 days remote Permanent employment contract Work location: Munich ## What We Offer: **This is what your working day with us looks like: Working with a view of the mountains:** Our office in Neue Balan offers more than just modern facilities: from the rooftop terrace you enjoy an Alpine panorama, in summer we barbecue together, and our team events ensure a good atmosphere. **Team spirit and impact culture:** Your voice counts here! We live flat hierarchies and a culture of "Du" (informal "you") from day one. This means short decision paths, direct exchange with all levels and a team that actively supports you. Your ideas are not only welcome here, they are heard. **Freedom for your ideas:** You take on responsibility and can actively contribute your ideas. We support your development, with genuine trust in your abilities. **What we additionally offer you – Your Plus:** Company pension scheme, Corporate Benefits and JobRad leasing – and on top, you choose between a subsidized Deutschlandticket or an EGYM Wellpass. **Your flexibility:** 29 vacation days, flexible working hours and the option of EU Workation. **Your setup:** An onboarding that picks you up directly, height-adjustable desks and modern Apple equipment for your perfect start from day one. **Your well-being:** A healthy energy boost through free snacks (fruit, nuts, muesli), subsidized office catering and the weekly team lunch. **Your match:** Lived start-up mentality in a financially secure and stable environment. Find Jobs in Germany on Arbeitnow