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