Job Description :

Amuras Vision :

We believe that the most under-appreciated route to releasing untapped human potential is to build a healthier body, and through which a better brain.

Role Overview :

We are looking for a Support Lead Engineer who can lead technical support operations, handle L3 escalations, and bridge the gap between customers and engineering.

Key Responsibilities :

- Lead and manage escalated technical issues (L3 support).

- Debug backend services, APIs, and integrations built in Node.js.

- Analyze logs, traces, and metrics to diagnose issues quickly.

- Coordinate with backend engineers to fix recurring defects and deliver long-term solutions.

- Improve runbooks, support processes, and response workflows.

- Train and mentor L1/L2 teams and ensure adherence to SLAs.

- Own incident management: triage - escalate - resolve - RCA.

- Collaborate with product teams to relay customer pain points and improve product reliability.

- Maintain monitoring dashboards, alerts, and support tooling.

What were looking for :

- 6 to 10 years in technical support, production support, or backend engineering.

- Good understanding of Node.js-based systems and REST APIs.

- Strong skills in log analysis (ELK/CloudWatch), SQL queries, and Linux operations.

- Experience with incident management and RCA writing.

- Knowledge of monitoring tools (Grafana, Datadog, CloudWatch).

- Ability to work under pressure and handle high-priority issues.

- Excellent communication and customer-handling skills.