As a Technical Support Lead, you will lead and mentor a team of L2 engineers, managing ticket queues, prioritizing urgent incidents, and ensuring the team meets Service Level Agreements (SLAs). You will perform advanced troubleshooting for application failures across web, mobile, and backend systems. Additionally, you will lead incident management sessions and conduct thorough root cause analyses for recurring issues.
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Key Responsibilities
- Team Leadership: Lead and mentor a team of L2 engineers. Manage ticket queues, prioritize urgent incidents, and ensure the team meets Service Level Agreements (SLAs).
- Advanced Troubleshooting: Perform deep-dive analysis into application failures across:
- Web: ReactJS state management, browser compatibility, and UI bugs.
- Mobile: Debugging React Native and Flutter crashes, platform-specific issues (iOS/Android), and version mismatches.
- Backend: Investigating Spring Boot logs, API failures, and database performance bottlenecks.
- Incident Management: Lead 'War Room' sessions for P1/P2 incidents. Communicate technical status updates to stakeholders and business owners.
- Root Cause Analysis (RCA): Conduct thorough RCAs for recurring issues and work with the L3/DevOps teams to implement permanent fixes.
- Monitoring & Observability: Monitor system health using tools like ELK Stack, Splunk, Datadog, or New Relic. Configure alerts for API latency and mobile app crash rates.
- Knowledge Management: Maintain and update the technical knowledge base. Ensure support documentation for React, Flutter, and Spring Boot components is accurate.
- Deployment Support: Assist in the deployment of hotfixes and releases, performing post-release sanity checks across all platforms.
Required Technical Skills
- Frontend & Mobile:
- Hands-on experience debugging ReactJS (Redux/Context API).
- Strong knowledge of mobile frameworks: React Native and Flutter (handling APK/IPA issues, Firebase Crashlytics).
- Backend:
- Solid understanding of Spring Boot architecture (Microservices, REST APIs).
- Proficiency in Java and JVM monitoring.
- Databases & Tools:
- Strong SQL skills for data verification and reporting.
- Experience with Postman for API testing and Log Aggregation tools.
- Infrastructure: Understanding of CI/CD pipelines (Jenkins/GitLab) and Cloud environments (AWS/Azure).
Qualifications
- Experience: 5-8 years in technical support, with at least 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 skills, ability to work under pressure, and clear 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 believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.
