Security L2 Technical Support Team Lead

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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; participate in L2 candidate interviews when requested. Knowledge Management Close the L3 feedback loop: pull learnings from resolved L3 tickets back into the team via knowledge base articles, team briefings, and updated SOPs. Draft and maintain technical procedures, onboarding guides, and channel workflow documentation for use by L1 and L2 technicians. Maintain Intercom technical security content, best practices, and knowledge management answers for both Fin and Copilot (supports L1 team). Technical Service & Escalation Handling Identify and resolve issues across a wide range of service and implementation calls, including emergency and after-hours requests, applying advanced judgment in selecting methods and techniques. Serve as the final technical escalation point for the L2 team before issues are routed to L3; triage and own all L2-to-L3 escalation decisions, including determining urgency thresholds and documenting context for L3 handoff. Monitor and manage the support and onboarding Teams channels; enforce proper routing protocols and ensure channel hygiene across the team. Perform root cause analysis on recurring or complex system incidents; propose and implement corrective and preventive actions. Provide custom system integrations, system upgrade planning and execution, system audits and consultation, and database management

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