What will you do?
Lead a team providing Tier 24 technical support for internal and platform-facing services.
Define support processes and escalation paths that allow the team to operate quickly and efficiently.
Collaborate with product, engineering, and support teams to troubleshoot and resolve incidents.
Act as the first point of contact during outagesevaluate impact, coordinate the response, and ensure fixes are completed.
Develop tools and dashboards to enhance visibility into system health and performance.
Review incoming issues, prioritize them, and ensure prompt responses.
Guide escalations to the right teams and provide support where needed.
Use automation and monitoring tools to detect and address issues before they affect customers.
Run post-incident reviews to improve incident detection and handling.
Help prepare systems and teams for new feature launches by setting the right monitoring and alerting.
Requirements:
3+ years of hands-on experience as a technical support engineer or as a developer- essential.
2+ years of managerial experience for a team of 3+ engineers.
Experience establishing a technical support team and process from the ground up.
Experience hiring and managing team members across multiple time zones.
Ability to identify recurring technical issues, analyze patterns, and design long-term solutions.
Comfortable exploring SQL data schemas and writing SQL queries, using logging tools, and monitoring system health.
Experience with setting priorities, following through on complex tasks, and tracking multiple threads of work.
Familiarity with service delivery targets and maintaining high responsiveness under pressure.
Experience managing support requests from multiple channels under high-pressure conditions.
Advantages:
Experience using monitoring tools such as Grafana, Bugsnag, New Relic, Logscale, Amplitude, Apollo Explorer, Mode Analytics.
Experience with cloud-based distributed production system architecture.
Experience with JIRA.
Experience in the FinTech industry Big advantage.
