Technical Support Lead

Key Responsibilities:

• Handle escalated customer issues and ensure timely and effective resolution.
  
• Collaborate with cross-functional teams, including Project Managers, Solution Architects, and Developers, to address customer needs and enhance product offerings.
  
• Perform

  application log-level analysis

  using appropriate monitoring and logging tools, including direct analysis on servers when required.
• Troubleshoot

  API-related issues

  , including error codes, synchronous and asynchronous API calls, and integration failures using relevant API debugging tools.
• Reproduce customer-reported issues in lower environments to identify root causes and validate fixes.
  
• Develop and implement support processes, tools, and documentation to optimize team efficiency and effectiveness.
  
• Continually assess communication processes, propose improvements, and implement best practices to deliver an effective and delightful customer support experience.
  
• Conduct regular performance reviews, provide constructive feedback, and identify areas for skill development and improvement.
  
• Analyze support ticket trends, identify root causes, and propose initiatives to improve product reliability and customer satisfaction.
  
• Leverage prior experience supporting

  B2B2C products

  to define support metrics and KPIs, generate reports, and present insights to management.
• Work directly with key enterprise customers during production issues and critical incidents.
  
• Manage and collaborate with both

  in-house and outsourced support teams

  .

Job Requirements

• Prior experience supporting

  B2B2C products

  , with a strong understanding of associated challenges and operational considerations.
• Hands-on experience with

  cloud-native platforms

  such as AWS, Azure, or GCP, along with virtualization technologies.
• Strong experience in

  application troubleshooting

  , including log analysis, API debugging, and database-level investigation.
• Working knowledge of

  Java

  or similar programming languages for understanding application behavior, logs, and stack traces.
• Ability to work independently, manage multiple priorities, and adapt in a fast-paced, evolving environment.
  
• Experience supporting enterprise customers in production environments.
  

Required Skills & Qualifications

• Bachelors or Masters degree in Science/Engineering, or significant equivalent industry experience.
  

• 5+ years of experience

  in technical support or a similar customer-facing technical role.
• Strong understanding of

  application architecture, APIs, and distributed systems

  .
• Experience with

  API troubleshooting tools

  , error handling, and request/response analysis.
• Excellent communication skills, with the ability to explain technical concepts to both technical and non-technical stakeholders.
  
• Experience working with

  AWS, Azure, or GCP

  and virtualization technologies.