Team Leadership & Escalation Management
Review case quality for proper reproduction steps, root-cause documentation, and evidence (logs, screenshots, config snapshots) before closure.

Technical Support & Troubleshooting
Reproduce reported issues in the base version to confirm genuine defects versus client-specific configuration, and provide detailed analysis/root-cause findings.

Perform root-cause analysis on synchronization failures (node/channel/trigger errors, batch failures, conflict resolution, data drift between nodes).

Investigate alerts node/CPU spikes, pod restarts, resource exhaustion analyzing cluster health (Kubernetes/EKS, Grafana, CloudWatch) to identify underlying cause.

Maintain deep subject-matter expertise across POS modules, SymmetricDS data sync architecture, and cloud infrastructure, acting as a go-to resource for the team.

Own root-cause analysis for recurring issues and drive fixes with Engineering/Product, backed by base-version reproduction evidence.

Use database-level investigation (PostgreSQL/pgAdmin) and log analysis (application, Envoy/access logs) to isolate issues across POS, sync, and cloud layers.





Client & Cross-Functional Collaboration
Communicate product enhancements, and known issues — including POS, SymmetricDS, and cloud infrastructure advisories — clearly to clients and internal stakeholders.

Partner cross-departmentally (Engineering, Product, QA, Customer Success) to drive timely resolution of client requests, providing confirmed base-version reproduction and RCA to accelerate fixes.

Represent the support team in client-facing calls for escalated.

Process & Quality Improvement
Maintain a knowledge base of recurring POS defects, SymmetricDS sync failure patterns, and cloud alert triage playbooks (node/CPU spike response steps).

Experience
Experience supporting POS/retail platforms and/or data synchronization middleware (e.g., SymmetricDS) strongly preferred.

Skills

Java, Spring boot, AWS,

Robust troubleshooting and root-cause analysis skills across application, configuration, and integration issues.

Comfort with database query analysis (PostgreSQL/pgAdmin) to support root-cause investigation.

📌 Technical Support Lead Telangana
🏢 Datalake Solutions
📍 Telangana