We are seeking a highly skilled and experienced Support Lead to head our evening support operations for the Manifest platform. This role will ensure seamless collaboration with global teams across the US and Europe while driving operational excellence, incident management, and continuous improvement.

The ideal candidate will have a strong background in technical support, site reliability engineering (SRE), or operations within a product-based company, along with proven leadership experience.

Key Responsibilities :

- Lead evening support operations, ensuring smooth handovers and overlap with US/Europe teams.

- Manage and mentor a team of support engineers, providing technical guidance on incident triage, escalation, and resolution.

- Oversee monitoring, alerting, and change validation processes during the shift to ensure platform stability.

- Collaborate with engineering and product teams for effective cross-functional handoffs and escalations.

- Drive continuous improvements in support workflows, knowledge base documentation, and incident response SLAs.

- Prepare and deliver detailed shift reports highlighting key incidents, root cause analyses, and preventive measures.

Requirements :

- 5+ years of experience in Technical Support, SRE, or Operations, with at least 12 years in a leadership role.

- Strong expertise in cloud infrastructure (AWS/GCP/Azure) and container orchestration (Kubernetes).

- Hands-on experience with monitoring, logging, and incident management tools.

- Excellent problem-solving, communication, and team leadership skills.

- Flexibility to work evening shifts from India, ensuring effective overlap with global teams.