Lead Technical Support Engineer

Lead Support Engineer

Bangalore / Full-Time

At Mareana, we build Enterprise-Scale AI/ML-powered products for Manufacturing, Sustainability and Supply Chain. We are looking for a highly skilled Lead Support Engineer to oversee day-to-day application support operations and lead the support team in ensuring system reliability, efficiency, and SLA compliance. The ideal candidate should prosses strong technical expertise in Python, Databases, DevOps tools, Jira, Log analysis, Sanity testing, Application monitoring, issue triaging along with excellent leadership and communication skills.

What You'll Do

• Lead and manage daily support operations for critical applications and services
• Monitor application health and performance
• Perform log analysis and troubleshooting for production issues to ensure timely resolutions
• Proficient in code analysis with strong debugging skills
• Oversee triaging of incidents and manage escalations in collaboration with the DevOps and development teams
• Utilize Jira for issue tracking, prioritization and workflow management
• Support sanity testing post-deployment to validate stability and performance
• Ensure strict SLA compliance and drive continuous improvement to meet or exceed support KPIs
• Generate and present periodic reports to the Leadership Team (LT) on support activities, system health and performance metrics
• Collaborate with cross-functional teams to identify areas for support process optimization and automation
• Provide mentorship and guidance to junior team members in handling complex support issues

Requirements & Skills

• Bachelor's degree in computer science, Information Technology or related field
• 6-10 years of hands-on experience in delivering end-to-end support, including L2 and L3 activities
• 4+ years in data product support
• Very good hands-on experience in the Python, SQL etc
• Knowledge of Ne04j (Graph Database) is desirable
• Monitoring and troubleshooting SaaS application across cloud platforms
• Able to utilize Jira for issue tracking, prioritization and workflow management
• Familiar with DevOps tools (e.g.: Jenkins, Bitbucket/Git , Docker, Kubernetes, CI/CD pipelines)
• Good understanding of methodologies like Agile/Scrum
• Strong analytical and problem-solving skills
• Self-motivated, take initiative and assumes ownership
• Ability to work in a highly collaborative and fast-paced environment
• Excellent listening skills to fully understand the customer value requirements
• Excellent communication and collaboration skills to work effectively with cross-functional teams and stakeholders

Benefits

• Medical Insurance
• Gratuity
• Paid Time Off
• Employee referral bonus program
• Awesome coworkers

About Mareana

Founded in 2015, Mareana is an AI-powered software company with the mission of accelerating digital transformation in manufacturing, supply chain, and sustainability via our connected intelligence platform.

Mareana's platform uses AI/ML to rapidly connect disparate, siloed data across the entire business process, allowing our customers to shift their time and effort from data preparation to making complex business decisions intuitively, in real time.

Our customers are market leaders in life sciences, chemicals, and general manufacturing who have realized over a billion dollars in business value by leveraging our platform.

Our ethos of continuous innovation has been recognized by Gartner, who named us a Cool Vendor in AI. We have also been featured as a thought leader in Silicon Review and Manufacturing Insights magazine.