Role Overview :

We are looking for a hands-on and dependable Support Lead to anchor our technical support operations. This role will act as the single point of contact for all support-related matters.

A strong command of JavaScript, JSON, workflow debugging, and database analysis is required, along with comfort working across observability tools like Grafana.

Key Responsibilities :

Ownership & Leadership :

- Act as the primary point of contact for all escalations, ongoing investigations, and support operations.

- Analyze and manipulate JSON-based config data and execution logs.

- Lead L2 support activities, ensuring SLAs are met and issues are thoroughly resolved or escalated.

- Drive clarity and accountability across support tiers (L1, L2, Solutions/Engineering).

Mentorship & Enablement :

- Provide technical mentoring to L2 engineers, especially in debugging, RCA writing, and incident handling.

- Bridge any operational or communication gaps between support and engineering/product teams.

Monitoring & Observability :

- Own and maintain Grafana dashboards, ensuring clear visibility into system health, alerting, and workflow anomalies.

- Refine alert strategies to reduce noise and enable proactive issue identification.

Database Expertise :

- Perform deep-dive investigations on DB-related issues including query performance, data anomalies, and indexing strategies.

- Guide and execute safe, scalable data fixes during live incidents, ensuring minimal impact and full traceability.

- Support the design and execution of stored procedures or database scripts as part of complex incident resolutionespecially when data cleanup, deletion, or transformation is required.

- Ensure data integrity and consistency throughout support operations by establishing review protocols and rollback strategies where applicable.

- Collaborate with engineering/solutions to proactively optimize frequently accessed queries and resolve performance bottlenecks.

Process & Documentation :

- Drive creation and maintenance of support runbooks, SOPs, and playbooks.

- Ensure smooth incident communication, both internally and with customer-facing teams.

- Identify recurring issues and recommend fixes or product-level changes with engineering.

Reporting & Analysis :

- Track support metrics (ticket trends, MTTR, escalation volume) and derive insights for improvement.

- Own post-incident reviews(RCA) and promote a learning culture through shared feedback loops.

Required Skills & Qualifications :

- 8+ years in technical support or site reliability roles, with 12 years in a leadership or escalation-focused role.

- Strong hands-on experience with Grafana, Prometheus, or similar observability tools.

- Expert-level skills in databases such as MySQL, or NoSQL systems.

- Strong JavaScript and JSON debugging skills.

- Solid understanding of system design, production operations, and debugging techniques.

- Excellent communication and coordination skills with cross-functional stakeholders.

Why Join Us :

- Opportunity to work in a fast-growing SaaS product environment, solving real-world challenges at scale.

- Collaborate with experienced engineers and grow your expertise in a rapidly expanding and evolving domain.

- Gain deep exposure to platform observability and tooling including Grafana, logging frameworks, workflow monitoring, and internal automation utilities.

- Play a key role in delivering outstanding customer experiences and contribute directly to platform stability and support excellence.