As a Full Stack Technical Lead at the company, you will be responsible for leading and mentoring a team of Level 2 engineers, managing ticket queues, and ensuring that your team meets Service Level Agreements (SLAs). Your role involves advanced troubleshooting across various platforms, including web applications using ReactJS, mobile applications with React Native and Flutter, and backend systems built on Spring Boot.
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Key Responsibilities:
- Team Leadership: Mentor a team of engineers, manage priorities, and maintain compliance with SLAs.
- Advanced Troubleshooting: Address application failures in web, mobile, and backend environments.
- Incident Management: Lead "War Room" sessions for high-priority incidents and communicate updates to stakeholders.
- Root Cause Analysis (RCA): Conduct thorough RCAs and collaborate with L3/DevOps teams for permanent solutions.
- Monitoring & Observability: Utilize tools like ELK Stack, Splunk, and Datadog to monitor system health and configure alerts.
- Knowledge Management: Keep the technical knowledge base updated and ensure support documentation accuracy.
- Deployment Support: Assist in the deployment of hotfixes and releases, ensuring thorough post-release checks.
Required Technical Skills:
- Frontend & Mobile: Proficient in debugging ReactJS and knowledgeable in React Native and Flutter.
- Backend: Strong understanding of Spring Boot architecture and Java proficiency.
- Databases & Tools: SQL skills, experience with Postman, and log aggregation tools.
- Infrastructure: Understanding CI/CD pipelines (Jenkins/GitLab) and cloud environments (AWS/Azure).
Qualifications:
- Experience: 5-8 years in technical support, with a minimum of 2 years in a leadership or senior role.
- Education: Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Soft Skills: Exceptional problem-solving, pressure management, and communication skills in English.
- Certifications: ITIL Foundation, AWS/Azure certifications, or Java/React certifications are a plus.
Performance Metrics (KPIs):
- Mean Time to Resolve (MTTR)
- Percentage of First-Time Fixes
- Application Uptime and Crash-free session percentage
- SLA Compliance Rate
At the company, we emphasize strong connections and community, supporting a work model that prioritizes in-person collaboration while allowing for flexibility in work styles and personal circumstances. We are committed to fostering an inclusive environment where everyone can thrive.
