Job Description
Role Overview
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nWe are looking for a Support Lead Engineer who can lead technical support operations, handle
nL3 escalations, and bridge the gap between customers and engineering.
nThis role is perfect for someone with strong backend debugging skills (preferably Node.js
nexposure) and a problem-solving mindset.
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n Key Responsibilities
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n● Lead and manage escalated technical issues (L3 support).
n● Debug backend services, APIs, and integrations built in Node.js.
n● Analyze logs, traces, and metrics to diagnose issues quickly.
n● Coordinate with backend engineers to fix recurring defects and deliver long-term
nsolutions.
n● Improve runbooks, support processes, and response workflows.
n● Train and mentor L1/L2 teams and ensure adherence to SLAs.
n● Own incident management: triage → escalate → resolve → RCA.
n● Collaborate with product teams to relay customer pain points and improve product
nreliability.
n● Maintain monitoring dashboards, alerts, and support tooling.
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n What we’re looking for:
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n● 7 to 12 years in technical support, production support, or backend engineering.
n● Positive understanding of Node.js-based systems and REST APIs (ability to read code/logs is
na plus).
n● Strong skills in:
nLog analysis (ELK/CloudWatch)
nSQL queries & database debugging
nLinux/command-line operations
n● Experience with incident management and RCA writing.
n● Knowledge of monitoring tools (Grafana, Datadog, CloudWatch).
n● Ability to work under pressure and handle high-priority issues.
n● Excellent communication and customer-handling skills.
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n Here are answers to some questions you may have
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nWhere is your office?
nChennai
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nWork Model
nWork from Office – because great stories are built in person
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nDo you have an online presence?
n(we are @AmuraHealth on all social media)
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nFor better insights:
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📌 Lead Technical Support Engineer (Chennai)
🏢 Amura Health
📍 Chennai