Java Technical Support Lead - Remote Work | REF#284420

What You'll Do

• Build, lead, and develop a team of technical support engineers to provide coverage from 9 AM to 6 PM CET, including weekends.
• Establish and enforce incident response protocols and escalation procedures.
• Oversee critical incident management and personally handle high-severity issues when needed.
• Define and implement root cause analysis methodologies and follow-up processes.
• Lead strategic initiatives to improve system reliability and reduce incident frequency.
• Collaborate with development, operations, and product teams to enhance service quality.
• Design and optimize support tooling and automation to increase team efficiency.
• Report on key metrics and trends to management, providing insights and recommendations.
• Cultivate a culture of knowledge sharing and continuous improvement.
• Manage on-call schedules and ensure appropriate coverage for all support hours.
  

What We Are Looking For

• 5+ years of experience in Java development and technical support.
• 5+ years of experience as a Support Engineer in on-call teams.
• Proven ability to build and lead high-performing technical teams.
• Deep understanding of event-driven architecture and distributed systems.
• Expertise in incident response frameworks and root cause analysis methodologies.
• Strong experience working with RESTful APIs in production environments.
• Experience establishing support processes and incident management workflows.
• Strong prioritization and decision-making skills, especially during critical incidents.
• Excellent communication abilities across technical and non-technical stakeholders.
• Advanced level of English.
  

Nice To Have

• Experience with GraphQL implementation and support.
• Knowledge of WebSocket protocols and real-time applications.
• Familiarity with Go programming language.
• Understanding of C++ development principles.
• Background in SRE (Site Reliability Engineering) practices.
• Experience implementing monitoring solutions and observability platforms.
  

• 100% remote work (from anywhere).
• Excellent compensation in USD or your local currency if preferred
• Hardware and software setup for you to work from home.
• Flexible hours: create your own schedule.
• Paid parental leaves, vacations, and national holidays.
• Innovative and multicultural work environment: collaborate and learn from the global Top 1% of talent.
• Supportive environment with mentorship, promotions, skill development, and diverse growth opportunities.