Lead Support Engineer

Lead Support Engineer

Job Role and Designation:Lead Support Engineer
Expected Joining Time:30 days
Experience Level:5 – 8 years
No. of Positions:1

Roles and Responsibilities:

  • Monitor application performance and implement enhancements for stability.
  • Automate manual tasks using software solutions.
  • Diagnose and resolve issues in applications, databases, APIs, batch processes, and CRM.
  • Troubleshoot OS, networking, and databases in cloud and on-premise environments.
  • Handle live production incidents and debug infrastructure issues.
  • Improve system performance, availability, and reliability.
  • Collaborate with engineers and QA on non-functional requirements.
  • Document systems and create runbooks.
  • Maintain and monitor servers, Docker containers, and databases.
  • Log and resolve tickets using ITSM tools.
  • Work within Agile/Kanban methodologies.
  • Coordinate team tasks and continuity.
  • Prepare status reports and metrics.
  • Mentor team members.
  • Prepare shift rosters and risk mitigation plans.
  • Communicate effectively with US and India teams.
  • Collaborate with vendors and IT teams.
  • Learn from mentors and take initiative on new tasks.

Candidate Expectations:

  • Bachelor’s in Computer Science or equivalent experience.
  • 5+ years in application support, DevOps, or SRE.
  • Experience in ETL, web tech, and API development.
  • Skilled in JavaScript, TypeScript, Powershell, and/or Python.
  • Troubleshooting using browser tools.
  • Knowledge of DevOps, CI/CD, and tools like Jenkins.
  • Familiar with automation tools like Ansible.
  • Experience with GCP, AWS, Azure.
  • Strong communication and collaboration across time zones.
  • Capable of leading discussions and managing shifts.
  • Knowledge in change management and ITSM.