Posted:2 days ago|
Platform:
On-site
Full Time
Lead and coach support team and keep daily operations running smoothly.
• Handle escalations, guide the team through complex technical issues, and jump in when needed. • Review logs (Graylog), dashboards, and alerts to support accurate root-cause analysis.
• Build and refine SOPs, SLAs, escalation paths, and RCA practices.
• Work closely with Product and Engineering to flag recurring issues and improve stability
. • Strengthen our knowledge base and documentation for faster, cleaner resolutions
. • Track and improve key metrics: response time, resolution time, CSAT, and backlog health.
• Drive process improvements, automation ideas, and smarter workflows as we scale.
Makes You a Good Fit • 5+ years of technical support experience in a SaaS organisation.
• Proven experience leading or mentoring support teams.
Skills We’re Looking For
• Strong understanding of REST APIs, authentication, and system integrations.
• Familiarity with cloud platforms (Azure/AWS/GCP) and core networking concepts.
• Hands-on experience with logs and monitoring tools (Graylog, dashboards, alerts).
• Working knowledge of SQL and a scripting language (Python, Bash, etc.).
• Experience with logs, monitoring tools, debugging distributed or cloud-based systems.
• Nice to have: iPaaS background, Docker/Kubernetes.
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