Support Lead – TechOps & Service Excellence
Core
Lead technical support operations, handle L3 escalations, and bridge the gap between customers and engineering by debugging backend services.
Role type
Senior Support Lead Engineer (Backend/Node.js)
Builds
Backend services, APIs, and integrations
Domain
Internet technology, backend systems
Required skills
Node.js debugging, log analysis (ELK/CloudWatch), SQL queries, database debugging, Linux command-line operations, incident management, RCA writing, monitoring tools (Grafana, Datadog, CloudWatch)
Preferred skills
REST API code reading, mentoring L1/L2 teams
Technologies
Node.js, ELK, CloudWatch, SQL, Grafana, Datadog, Linux
Responsibilities
Lead and manage escalated technical issues (L3 support), Debug backend services, APIs, and integrations, Analyze logs, traces, and metrics to diagnose issues, Coordinate with backend engineers to fix recurring defects, Improve runbooks and support processes, Train and mentor L1/L2 teams, Own incident management and RCA writing, Collaborate with product teams to improve reliability, Maintain monitoring dashboards and alerts
Seniority
Senior, hands-on IC
