Job
Description
As a Support Lead Engineer at our company, your role will involve leading technical support operations, handling L3 escalations, and bridging the gap between customers and engineering. You should have strong backend debugging skills, preferably with exposure to Node.js, and possess 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 tooling. Qualifications Required: - 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. Please note that the company is located in Chennai and follows a work from office model. Additionally, you can find us on all social media platforms with the handle @AmuraHealth for better insights. As a Support Lead Engineer at our company, your role will involve leading technical support operations, handling L3 escalations, and bridging the gap between customers and engineering. You should have strong backend debugging skills, preferably with exposure to Node.js, and possess 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 tooling. Qualifications Required: - 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. Please note that the company is located in Chennai and follows a work from office model. Additionally, you can find us on all social media platforms with the handle @AmuraHealth for better insights.
