Senior/Lead Technical Support Engineer

Company : Openprise

Job Type : Full Time

Hyderabad, Ts

Number of Applicants

000+

Let AI Supercharge Your Job Hunt!

JobCopilot scans 500,000+ company career sites daily to find jobs for you

Never miss an opportunity Save hours by auto-filling applications forms Land more interviews with tailored applications

Activate JobCopilot

Job Description - Senior/Lead Technical Support Engineer

Experience: 5-10 years
Role Overview: This role is responsible for troubleshooting and resolving production incidents. This role acts as a bridge between the support and development teams, handling technical investigations, applying quick fixes, and escalating critical issues. By managing and resolving incidents effectively, this role allows the development team to focus on R&D and feature development.

Key Responsibilities:

Incident Management and Troubleshooting
- Take ownership of production incidents, perform deep-dive investigations, and provide immediate resolutions or workarounds.
- Monitor production alerts, logs, and error notifications in real-time to ensure rapid incident response.
- Escalate unresolved issues to the development team only when necessary, minimizing their involvement in routine incidents.
- Document all production issues, resolutions, and lessons learned to improve troubleshooting efficiency.
- Develop and maintain incident response plans to ensure a structured troubleshooting approach.
Collaboration and Support Enablement
- Work closely with the support team to assist with technical escalations and ensure customer issues are addressed quickly.
- Coordinate with the development team to report recurring issues that need long-term fixes while reducing their direct involvement in incident handling.
- Communicate incident status, impact, and resolution progress to key stakeholders and leadership.
System Monitoring and Performance Optimization
- Monitor support emails, process failure notification emails, and Prometheus alerts to proactively detect or prevent incidents before they occur.
- Work with DevOps to improve observability, logging, and alerting strategies.
Suggest Workarounds and Implement Quick Fixes
- Understand the product and customer use cases to provide workaround solutions when needed.
- Execute minor SQL queries and data fixes to resolve customer issues without requiring development team intervention.
Leadership and Team Management
- Lead and mentor a team of junior support engineers, ensuring they follow best practices in incident handling.
- Train the support team on troubleshooting common production issues.
- Establish clear ownership of incident response to reduce ad-hoc escalations to the development team.

Required Qualifications:
Technical Skills:

5+ years of experience in production support, incident management, or site reliability engineering.
Good expertise in Linux/Unix systems and troubleshooting.
Experience with monitoring tools such as ELK Stack, Grafana, Prometheus, and CloudWatch.
Proficiency in SQL (MySQL, PostgreSQL, or Oracle) for running queries and applying minor data fixes.
Hands-on experience with log analysis and debugging using ELK Stack.
Knowledge of scripting languages such as Shell, Python, or Groovy to automate incident handling.
Familiarity with microservices, REST APIs, and message queues like RabbitMQ and Kafka.

Soft Skills and Leadership:

Strong problem-solving and troubleshooting skills under pressure.
Ability to mentor junior engineers and effectively lead small teams.
Excellent communication skills for collaboration with engineering, CS and DevOps teams
Proactive mindset to reduce developer involvement in incident handling and improve overall system reliability.

Original job Senior/Lead Technical Support Engineer posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.

Auto-Apply to Similar Jobs

Share Job

Get your Resume Reviewed for Free

Automate Job Applications for Similar Jobs

Auto-Apply to Technical Support Engineer Jobs with your AI JobCopilot

Auto-Apply with AI

Similar Technical Support Engineer Jobs in India

Get your Resume Reviewed for Free

Email address

Why are you reporting this job?

I think it’s a discriminatory or offensive

I think it’s fraudulent or a scam

I think it’s trying to sell something unrelated to the job / it’s asking for money

I think it contains incorrect or broken information

Other

All Job Ads are subject to GrabJobs’s Terms of Service. We allow users to flag postings that may be in violation of those terms. Job Ads may also be flagged by GrabJobs moderation team. However, no moderation system is perfect, and flagging a posting does not ensure that it will be removed.

Setup your job alert:

Frequency

By activating job alerts, I agree to GrabJobs Terms & Privacy Policy. I can unsubscribe to job alerts anytime. Skip

Senior/Lead Technical Support Engineer

Job Description - Senior/Lead Technical Support Engineer

Similar Technical Support Engineer Jobs in India

Mobile Apps