- Lead and coach support team and keep daily operations running smoothly.

- Handle escalations, guide the team through complex technical issues, and jump in when needed.

- Review logs (Graylog), dashboards, and alerts to support accurate root-cause analysis.

- Build and refine SOPs, SLAs, escalation paths, and RCA practices.

- Work closely with Product and Engineering to flag recurring issues and improve stability.

- Strengthen our knowledge base and documentation for faster, cleaner resolutions.

- Track and improve key metrics: response time, resolution time, CSAT, and backlog health.

- Drive process improvements, automation ideas, and smarter workflows as we scale.

Ideal Candidate :

- 5+ years of technical support experience in a SaaS organisation.

- Proven experience leading or mentoring support teams.

- Solid judgment under pressure and confidence handling high-impact incidents.

- Strong communicator who can work well with customers and internal teams.

Skills Were Looking For :

- Strong understanding of REST APIs, authentication, and system integrations.

- Familiarity with cloud platforms (Azure/AWS/GCP) and core networking concepts.

- Hands-on experience with logs and monitoring tools (Graylog, dashboards, alerts).

- Working knowledge of SQL and a scripting language (Python, Bash, etc.).

- Experience with logs, monitoring tools, debugging distributed or cloud-based systems.

- Nice to have: iPaaS background, Docker/Kubernetes.