Security L2 Technical Support Team Lead

About Genea:

As leaders in property technology, Genea provides cloud-based physical security, submeter billing and on-demand HVAC solutions to over 1 million users across 39 countries. But Genea is more than just a workplace. We’re a mission-driven team that collaborates, innovates, and engineers the proptech solutions of tomorrow to solve the challenges of today. We pride ourselves on fostering an environment of teamwork, transparency and authenticity, where you can be yourself. But don’t take our word for it. Genea has been recognized as a Top Workplace in 2021-2025, with a rating of 4.3 out of 5 stars on Glassdoor. Our team members love our competitive benefits, including 401k matching, PTO, 100% paid parental leave, remote work options, and development/training opportunities.

Job Overview:

The (Physical) Security L2 Technical Support Team Lead is the Support Manager’s right-hand operator on the L2 team — a working lead who spends the majority of time resolving technical cases while simultaneously owning the team’s daily rhythm, quality bar, and growth. This is not a supervisory role sitting above the work; it is a senior practitioner who sets the pace, models the standard, and ensures the team functions at full capacity with or without the Support Manager in the room.

In addition to handling the most complex service and implementation cases, the Lead owns daily queue triage, after-hours and weekend coverage scheduling, L2-to-L3 escalation quality, and the technical development of L2 team members. The Lead acts as the primary point of accountability for team operations and serves as acting manager when the Support Manager is unavailable.

Duties and Responsibilities

Day-to-Day Operational Ownership

• Own daily L2 queue triage: prioritize tickets by urgency, SLA exposure, and install-linkage; ensure no ticket ages without owner visibility.
• Serve as acting lead in the Support Manager’s absence — make real-time judgment calls on escalation routing, coverage gaps, and customer communication without requiring manager availability.
• Enforce channel hygiene across Teams support and onboarding channels; ensure proper routing protocols are followed by all L2 team members and flag drift quickly.
• Own SLA compliance visibility for the team; surface aging tickets and at-risk cases to the Support Manager proactively.

Coverage Scheduling

• Own the L2 on-call and after-hours coverage schedule in coordination with the Support Manager; ensure coverage assignments are confirmed before each cutover window, high-risk installation, or enterprise go-live.
• Serve as the first call when issues arise during after-hours or weekend coverage windows; resolve or escalate as appropriate before involving the Support Manager.
• Maintain the install-linked coverage tracking model; confirm that technician assignments are logged and FLSA-compliant before each coverage period.

Team Development & Coaching

• Serve as the primary technical onboarder for new L2 hires: design and deliver structured shadowing, conduct skill gap assessments, and provide readiness sign-off before new team members handle cases independently.
• Coach L2 team members on escalation urgency standards and technical decision-making; distinguish true L3-required issues from those resolvable within the L2 tier.
• Run recurring team knowledge sessions — translate resolved L3 tickets, recurring incident patterns, and product updates into practical L2 training and Intercom knowledge base entries.
• Provide informal performance input to the Support Manager on team members’ technical progress, emerging skill gaps, and coaching opportunities.