Support Lead
Core
Anchor technical support operations as the single point of contact for escalations, investigations, and support matters for a global SaaS platform serving deskless workers.
Role type
Senior Support Lead (hands-on IC with team leadership)
Builds
Observability dashboards, incident response workflows, and support runbooks for a global workforce management platform
Domain
SaaS / Workforce Management / Observability
Required skills
JavaScript debugging, JSON manipulation, SQL/NoSQL, Grafana, Prometheus, incident management, team mentoring, RCA writing, API debugging, cloud architecture (AWS)
Preferred skills
Python/Shell scripting, Java/Spring Boot, ITIL certification, CI/CD pipeline design
Technologies
Grafana, Prometheus, ELK/Splunk, MySQL, NoSQL, AWS, Jira Service Management, Postman, React
Responsibilities
Lead L2 support activities and manage escalations; Mentor L1/L2 engineers on debugging and incident handling; Maintain Grafana dashboards and refine alert strategies; Perform deep-dive database investigations and execute safe data fixes; Drive creation of support runbooks and SOPs; Track support metrics and lead post-incident reviews.
Seniority
Senior, hands-on IC with team leadership
