Support Lead

📋 Description

• Lead L2 support activities, ensuring SLAs are met and issues are thoroughly resolved or escalated
• Provide technical mentoring to L2 engineers, especially in debugging, RCA writing, and incident
• Own and maintain Grafana dashboards, ensuring clear visibility into system health, alerting, and
• Perform deep-dive investigations on DB-related issues including query performance, data anomalies
• Drive creation and maintenance of support runbooks, SOPs, and playbooks

🎯 Requirements

• 8+ years in technical support or site reliability roles, with 1–2 years in a leadership or
• Strong hands-on experience with Grafana, Prometheus, or similar observability tools
• Expert-level skills in databases such as MySQL, or NoSQL systems
• Strong JavaScript and JSON debugging skills
• Working knowledge of Python or Shell scripting for automation is preferred
• Familiarity with ITSM/ticketing tools (e.g. Jira Service Management, ServiceNow, Zendesk) and API

🎁 Benefits

• Unique opportunity to form a front-facing layer that not only is the front-line to customer
• Work across the full tech stack — from debugging backend services(Java, spring boot) to exploring
• Build internal tools, fix production issues, and contribute to engineering stability, all while
• Be part of a high-impact team that bridges engineering and customer experience, where your work
• Join a company that values learning, ownership, and long-term growth