Support Lead L2

Job description

We are the Perfect match if you • Have 10+ years of experience owning Production Supportfor cloud based SaaS products.You gain a deep understanding ofthe platform from both the technology and business perspective. • Are well versed with ELKstack and troubleshoot production issues by traversing through logs, database, dashboards and messaging queues. • Have a problem solving mindset and you go deep into the problems.You bring strong L2/L3-leveltechnical expertise and can independently troubleshoot, debug, and guide resolution for complex production issue • Have strong communication skills and can collaborate with the Product, Engineering, Infrastructure , Infosec and Customer Satisfaction Team • Have built and led an L2/L3 supportteam.You are a hands-on people manager who actively coaches,reviews work, and builds technical depth within the team—notjusttask-manages • Are comfortable stepping in as a technical escalation point while also enabling and upskilling your team to reduce dependency overtime Here’s What Your Day Would Look Like... • Lead by example by getting a deep understanding ofthe platform,troubleshooting issues and guide and own resolution for complex L2/L3 productions issues which bubble up from our L1 team and CSM team. • Be the gatekeeperforthe Production Environment and ensure the stability ofthe platform. Work closely with our platform team to understand the deployment process and various flavors of deployments. • Investigate issues by reviewing dashboards, logs, and alerts across cloud-native systems, including Kubernetes-based deployments • Own the root cause analysis and long-term fixes—notjust quick resolutions • Coach team members through live problem-solving, code/config analysis, and incident retrospectives • Balance team capacity, incidentload, and operational priorities to ensure sustainable delivery and minimal burnout • Partner with Engineering and SRE teams on stability improvements, automation, and reliability initiatives • Ensure documentation,runbooks, and SOPs are kept current and actually usable. Tech StackYou’llGettoWorkOn • Cloud-native architecture onAWS, GCP • Kubernetes for container orchestration and deployment • Backend services built using Python, Golang, Node.js, Elixir • RESTfulAPIs and microservices-based systems • Databases including PostgreSQL, MySQL, and NoSQL stores • Messaging and async systems (queues, event-driven workflows) • CI/CD pipelines and release automation • Observability and monitoring tools (logs, metrics, alerts) • Security, compliance, and reliability tooling aligned with enterprise standards