Incident Manager - Application Architecture

Responsibilities :

- Ability to understand the complete Support App architecture to determine if an error originates from the core platform, a snap-in, or a customer's configuration.

- Help in resolving highly complex and escalated customer queries transferred by junior support engineers.

- Identify potentially problematic services, check for recent code commits, and perform a rollback if the root cause is confirmed.

- Device plans to continuously upskill junior support engineers.

- For issues in snap-ins or configurations, a deep understanding of how they work is required to check for recent changes. This includes reasoning about workflows, agents, customisations, analytics, and portals to identify misconfigurations.

- Basic knowledge of Kubernetes (k8s) and AWS infrastructure to debug and reason about infrastructure-level failures.

- Exposure to building LOG monitoring dashboards and alerts.

- Act as a champion in highlighting the repetitive pain points of customers and devise a solution to stop them from re-surfacing.

- Help in triaging and resolving critical BUGS, features, and custom requests reported by DevRev customers.

- Experience : 3-6 years.

- Master's degree in Computer Science or related field/equivalent practical experience.

- Excellent logical thinking and problem-solving mindset.

- The ability to expertly use observability tools by reading logs, analysing traces, and interpreting metrics to pinpoint issues.

- Proficiency in reading and understanding Golang, JavaScript (JS), and Python to trace issues through different parts of the codebase.

- Deep knowledge of the product's features and the underlying engineering architecture is essential for effective debugging.

- Skillfully using tools to inspect and debug API calls between the application and its various integrations.

- Methodically isolating problematic components, whether it's a microservice, a database query, or a third-party integration.

- Basic knowledge of Kubernetes (k8s) and AWS infrastructure

- Familiarity with Cursor or similar investigation tools for live or near-real-time monitoring.

- Comfortable with GitHub workflows, including branching, PR reviews, and GitHub best practices.

- Strong testing mindset, with experience in writing and executing test cases and verifying hotfixes in production-like environments.

- Experience in sprint management, stakeholder communication, and working cross-functionally with engineering and product teams.

- Prior experience supporting or working on Agentic AI systems, LLMs, or AI copilots.

- Familiarity with CI/CD workflows and build tools.

- Exposure to customer support systems and experience collaborating with different cross-functional teams.

- Ability to generate actionable insights from logs and telemetry data.