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Amura Health - Lead Technical Support Engineer

4 years

0 Lacs

chennai tamil nadu india

Posted:21 hours ago| Platform: Linkedin logo

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Skills Required

support engineering debugging node.js analyze metrics management triage resolve monitoring rest code analysis sql database linux datadog communication

Work Mode

On-site

Job Type

Full Time

Job Description

Role Overview

We are looking for a Support Lead Engineer who can lead technical support operations, handle L3 escalations, and bridge the gap between customers and engineering. This role is perfect for someone with strong backend debugging skills (preferably Node.js exposure) and a problem-solving mindset.

Key Responsibilities

  • Lead and manage escalated technical issues (L3 support).
  • Debug backend services, APIs, and integrations built in Node.js.
  • Analyze logs, traces, and metrics to diagnose issues quickly.
  • Coordinate with backend engineers to fix recurring defects and deliver long-term solutions.
  • Improve runbooks, support processes, and response workflows.
  • Train and mentor L1/L2 teams and ensure adherence to SLAs.
  • Own incident management : triage - escalate - resolve - RCA.
  • Collaborate with product teams to relay customer pain points and improve product reliability.
  • Maintain monitoring dashboards, alerts, and support were looking for :
  • 4 to 7+ years in technical support, production support, or backend engineering.
  • Good understanding of Node.js-based systems and REST APIs (ability to read code/logs is a plus).
  • Strong skills in :
  • Log analysis (ELK/CloudWatch)
  • SQL queries & database debugging
  • Linux/command-line operations
  • Experience with incident management and RCA writing.
  • Knowledge of monitoring tools (Grafana, Datadog, CloudWatch).
  • Ability to work under pressure and handle high-priority issues.
  • Excellent communication and customer-handling skills
(ref:hirist.tech)

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