استخدام technical support lead

توضیحات آگهی

We are looking for a hands on Technical Support Lead to lead a four person team within our Technology organization
The team acts as the bridge between Customer Support Operations Product and Engineering Its main goal is to investigate and resolve technical issues before they need to be escalated to backend or infrastructure teams
Key Responsibilities
Lead mentor and manage the technical support team
Investigate application transaction integration and production issues
Analyze application logs using tools such as Kibana and Elastic APM
Use monitoring systems such as Prometheus and Grafana to identify service failures performance issues and unusual behavior
Write and execute SQL queries to investigate data and transaction states
Test and troubleshoot APIs using Postman cURL or similar tools
Identify whether an issue is related to application code data configuration infrastructure external providers or user behavior
Resolve issues independently whenever possible and reduce unnecessary escalations to backend developers
Provide engineers with clear escalation reports including logs request IDs timestamps reproduction steps and initial findings
Create runbooks troubleshooting guides and support procedures
Identify recurring issues and work with Engineering QA Product and DevOps to address their root causes
Automate repetitive support tasks using scripts small utilities or internal tools
Track support performance escalation rates recurring incidents and resolution times
Required Qualifications
At least 4 years of experience in technical support application support production support backend development or a similar role
Experience leading or mentoring a technical team
Strong troubleshooting and analytical skills
Practical experience with application logs Kibana Elasticsearch or similar tools
Good SQL skills and experience working with relational databases such as MySQL or PostgreSQL
Experience testing REST APIs using Postman Swagger or cURL
Understanding of HTTP JSON authentication status codes and API error handling
Basic understanding of distributed systems background jobs message queues caches and third party integrations
Strong communication and incident prioritization skills
Preferred Qualifications
Experience with Java and Spring based applications
Ability to write small Java programs scripts or command line utilities for operational tasks
Familiarity with Linux Redis Docker Jenkins Jira and message brokers
Experience in fintech banking lending payments or other transaction heavy systems
Familiarity with incident management root cause analysis secure production access and audit requirements
What Success Looks Like
The successful candidate will reduce the number of support issues reaching backend engineers improve the quality of escalations build a capable and independent technical support team and automate recurring operational work
We are looking for someone who does not simply forward tickets but investigates issues understands the system and takes ownership until the cause and next action are clear
شرکت ازکی وام Azki Vam
دسته بندی وب برنامه نویسی و نرم افزار
نحوه همکاری تمام وقت
نوع همکاری حضوری
مدرک تحصیلی کارشناسی
سابقه کار سه تا شش سال
حقوق توافقی
جنسیت مهم نیست
مهارت ها MySQL Java Technical Support
شهر تهران تهران