Product Support Engineering Lead

• Lead a small team of production support engineers, providing guidance, training, and monitoring performance
• Monitor the performance and availability of software applications, review log files, make recommendations to improve performance
• Coordinate with the Engineering team to resolve production issues and implement fixes
• Enhance existing support reporting, analyze trends and provide recommendations
• Develop and maintain documentation for support processes, incident management, and troubleshooting procedures
• Conduct root cause analysis for critical incidents and implement preventive measures to avoid recurrence
• Collaborate with stakeholders to prioritize and address support requests and enhancements
• Participate in on-call rotations to provide 24/7 support coverage

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proven experience in a production support role, with at least 2-3 years in a leadership position
• Strong understanding of software development life cycle (SDLC) and ITIL processes.
• Proficiency in monitoring tools, incident management systems, and scripting languages.
• Knowledge of database management and SQL
• Excellent problem-solving skills and the ability to work under pressure.
• Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.

Preferred Skills:

• Familiarity with DevOps practices and tools
• Experience in a fast-paced, agile development environment