About this role
The team is seeking a Lead Technical Support Engineer to oversee technical support operations, manage L3 escalations, and serve as a critical link between customers and the engineering team. This role is ideal for individuals with robust backend debugging skills, particularly in Node.js, and a strong problem-solving mindset.
Key Responsibilities:
- Lead and manage escalated technical issues (L3 support).
- Debug backend services, APIs, and integrations built in Node.js.
- Analyze logs, traces, and metrics to diagnose and resolve issues efficiently.
- Collaborate with engineering teams to communicate customer feedback and improve product functionality.
- Develop and maintain documentation for troubleshooting processes and solutions.
- Train and mentor junior support engineers to enhance team performance.
Required Skills & Qualifications:
- Strong experience with backend technologies, particularly Node.js.
- Proficiency in debugging and troubleshooting complex technical issues.
- Familiarity with API integrations and service-oriented architecture.
- Excellent communication skills to interact with customers and technical teams.
- Ability to work in a fast-paced environment and manage multiple priorities.
Experience:
- 5-8 years of experience in technical support or engineering roles, with a focus on backend systems.
What we offer:
- A dynamic work environment with opportunities for professional growth.
- The chance to work with cutting-edge technologies and a talented team.
- Supportive culture that encourages innovation and collaboration.
Applications are read by our talent team, usually within two working days.
If you look like a fit we will call you, and you will hear from us either way.