Description :

We are the Perfect match if you :

- Have 10+ years of experience owning Production Support for cloud based SaaS products. You gain a deep understanding of the platform from both the technology and business perspective.

- Are well versed with ELK stack and troubleshoot production issues by traversing through logs, database, dashboards and messaging queues.

- Have a problem solving mindset and you go deep into the problems. You bring strong L2/L3-level technical expertise and can independently troubleshoot, debug, and guide resolution for complex production issue

- Have strong communication skills and can collaborate with the Product, Engineering, Infrastructure, Infosec and Customer Satisfaction Team

- Have built and led an L2/L3 support team. You are a hands-on people manager who actively coaches, reviews work, and builds technical depth within the teamnot just task-manages

- Are comfortable stepping in as a technical escalation point while also enabling and upskilling your team to reduce dependency overtime

Heres what your day would look like :

- Lead by example by getting a deep understanding of the platform, troubleshooting issues and guide and own resolution for complex L2/L3 productions issues which bubble up from our L1 team and CSM team.

- Be the gatekeeper for the Production Environment and ensure the stability of the platform. Work closely with our platform team to understand the deployment process and various flavors of deployments.

- Investigate issues by reviewing dashboards, logs, and alerts across cloud-native systems, including Kubernetes-based deployments

- Own the root cause analysis and long-term fixesnot just quick resolutions

- Coach team members through live problem-solving, code/config analysis, and incident retrospectives

- Balance team capacity, incident load, and operational priorities to ensure sustainable delivery and minimal burnout

- Partner with Engineering and SRE teams on stability improvements, automation, and reliability initiatives

- Ensure documentation, runbooks, and SOPs are kept current and actually usable.

Tech Stack Youll Get to Work On :

- Cloud-native architecture on AWS, GCP

- Kubernetes for container orchestration and deployment

- Backend services built using Python, Golang, Node.js, Elixir

- RESTful APIs and microservices-based systems

- Databases including PostgreSQL, MySQL, and NoSQL stores

- Messaging and async systems (queues, event-driven workflows)

- CI/CD pipelines and release automation

- Observability and monitoring tools (logs, metrics, alerts)

- Security, compliance, and reliability tooling aligned with enterprise standards