Technical Manager

Job Overview:
We are seeking a highly motivated and customer-focused Support Engineer (Developer) with 2 years of experience to join our dynamic team. This role offers exposure to both L1 and L2 support, providing a unique blend of customer interaction and hands-on technical problem-solving. We are looking for a passionate and proactive Support Engineer / Developer with 2 years of experience in customer-facing roles, who thrives in a fast-paced environment and enjoys problem-solving. The ideal candidate will have a solid technical foundation in Ruby on Rails (RoR), MongoDB, React, and Java, coupled with strong communication skills and customer empathy. The role involves handling L1 and L2 support tickets, resolving technical issues, and working closely with product and engineering teams to ensure customer satisfaction.

• Serve as the first and second line of defense for technical support (L1/L2).
• Troubleshoot and resolve customer issues related to RoR, MongoDB, React, and Java-based applications.
• Respond to and own customer queries via ticketing systems, emails, or calls within defined SLAs.
• Collaborate with engineering teams to resolve complex technical problems.
• Identify and escalate critical issues proactively to the relevant teams.
• Document solutions, FAQs, and knowledge base articles for recurring issues.
• Participate in root cause analysis and incident review meetings.
• Be available for weekend rotations and after-hours support as needed.

• 2+ years of experience in technical support or software development.
• Hands-on experience in Ruby on Rails, MongoDB, React.js, and Java.
• Strong debugging, problem-solving, and analytical skills.
• Excellent verbal and written communication skills.
• High customer empathy and commitment to delivering quality support.
• Exposure to monitoring tools, logs, or debugging production issues.
• Flexible to work in shifts and on weekends as part of an on-call rotation.

• Experience using support tools like Jira, ServiceNow, Freshdesk, or similar.
• Familiarity with containerization (Docker), CI/CD, or cloud platforms (AWS, Azure).
• Prior experience working in a SaaS or product-based company.