Support Lead – TechOps & Service Excellence

Role Overview;

We are looking for a Support Lead Engineer who can lead technical support operations, handle

L3 escalations, and bridge the gap between customers and engineering.

This role is perfect for someone with strong backend debugging skills (preferably Node.js

exposure) and a problem-solving mindset.

Key Responsibilities

● Lead and manage escalated technical issues (L3 support).

● Debug backend services, APIs, and integrations built in Node.js.

● Analyze logs, traces, and metrics to diagnose issues quickly.

● Coordinate with backend engineers to fix recurring defects and deliver long-term solutions.

● Improve runbooks, support processes, and response workflows.

● Train and mentor L1/L2 teams and ensure adherence to SLAs.

● Own incident management: triage → escalate → resolve → RCA.

● Collaborate with product teams to relay customer pain points and improve product reliability.

● Maintain monitoring dashboards, alerts, and support tooling.

What we’re looking for:

● 4 to 7+ years in technical support, production support, or backend engineering.

● Good understanding of Node.js-based systems and REST APIs (ability to read code/logs is a plus).

● Strong skills in: Log analysis (ELK/CloudWatch) SQL queries & database debugging Linux/command-line operations

● Experience with incident management and RCA writing.

● Knowledge of monitoring tools (Grafana, Datadog, CloudWatch).

● Ability to work under pressure and handle high-priority issues.

● Excellent communication and customer-handling skills.