Lead Support Engineer

Key Responsibilities:

Advanced L2 & Escalation Ownership

• Own and resolve complex production issues across application, database, and integration layers.
• Perform deep analysis before escalating to Engineering.
• Clearly distinguish between configuration gaps, data issues, and product defects.
• Ensure escalations are structured, documented, and actionable.

Critical Incident Leadership

• Act as technical lead during P1 and P2 incidents.
• Drive bridge calls with clear structure and action tracking.
• Coordinate Engineering, Product, DevOps, and CSM teams during escalations.
• Ensure timely client updates and SLA adherence.
• Deliver detailed RCA reports with corrective and preventive actions.

SQL, Scripting & Technical Depth

• Write advanced SQL queries for investigation and controlled corrections.
• Use scripting or programming skills to isolate and troubleshoot issues.
• Analyze logs, batch jobs, APIs, and integration points.
• Review code-level findings with Engineering when required.

Integration & Platform Stability

• Troubleshoot API failures, file-based interfaces, and data synchronization issues.
• Identify recurring integration failures and recommend structural improvements.
• Collaborate with DevOps during deployment or release-related incidents.
• Interpret monitoring alerts in cloud-hosted environments such as AWS or Azure.

Required Skills & Experience:

• Bachelor’s degree in Computer Science, IT, or related field.
• 9 to 13 years in SaaS or enterprise application support.
• Strong hands-on SQL skills.
• Working knowledge of at least one scripting or programming language such as Python or Java.
• Proven L2 troubleshooting experience in production systems.
• Demonstrated leadership during escalations.
• Experience handling P1 and P2 incidents.
• Experience working in rotational shifts.
• Strong written and verbal communication skills.
• Cloud exposure in AWS or Azure environments.