Role Overview

We are looking for a Technical Lead to provide technical guidance to the support team and act as the escalation point for complex application and operational issues. The role combines hands-on troubleshooting, team guidance, incident coordination and process improvement. The person should be technically capable without being expected to work as a full-time software architect or developer.

Key Responsibilities

- Act as the primary technical escalation point for L1/L2 support. Help investigate complex application, data and operational issues. Guide support engineers in identifying the cause of problems. Work with development and infrastructure teams when deeper technical changes are required. Ensure issues are properly investigated before escalation. Identify recurring issues and drive practical improvements. Provide day-to-day technical guidance and mentorship to support engineers. Review difficult incidents and recommend appropriate resolution paths. Maintain troubleshooting guides, SOPs, knowledge documentation and escalation processes. Coordinate the technical response to important application issues. Help assess impact, priority and next steps during incidents. Ensure issues are tracked through to resolution.

Automation & Process Improvement

- Identify repetitive support and operational activities that can be automated. Build or coordinate simple automation to reduce manual effort. Improve support workflows and internal processes. Introduce automated checks and validations where useful. Work with engineering teams to prevent recurring issues. Measure improvements in resolution time, escalation volume and repeat incidents.

Cross-Team Collaboration

- Work closely with Support, Engineering, Infrastructure and Product teams. Translate technical problems into clear, actionable information. Ensure customer-impacting issues move efficiently from investigation to resolution. Follow up on technical improvements identified through support incidents.



Help maintain a healthy working relationship between support and engineering.

Required Skills & Qualifications

- 5–6 years of experience in technical support, application support, production support, software engineering or a similar role. Strong troubleshooting and problem-solving ability. Good understanding of web applications and APIs. Valuable working knowledge of SQL and databases. Comfortable understanding application logs and technical errors. Familiarity with cloud-based applications and software delivery processes. Some experience with scripting or automation. Strong communication, coordination and ownership skills. Ability to guide and mentor junior technical team members.

Preferred Skills

- Experience with SaaS or enterprise applications. Exposure to cloud platforms. Basic Docker/Kubernetes knowledge. Experience with monitoring and logging tools. Experience handling production incidents. Experience creating scripts or automation. Previous experience as a Senior Support Engineer, Application Support Lead or similar role.

Behavioral Competencies

- Strong ownership and accountability. Calm and structured approach during incidents. Ability to make practical decisions. Good mentoring and team-management skills. Clear communication with technical and non-technical stakeholders. Proactive approach to identifying recurring problems. Continuous improvement and automation mindset.

Key Performance Expectations

- Improve the ability of L1/L2 support to resolve issues independently. Reduce unnecessary escalations to core engineering teams. Improve incident resolution speed and quality. Reduce recurring support issues. Increase practical automation of repetitive support activities. Maintain clear and effective support processes and documentation. Ensure important issues are followed through to permanent resolution.

Pay: ₹400,000.00 - ₹900,000.00 per year

Benefits

- Health insurance

- Provident Fund

Experience

- Tech support: 5 years (Required)

Location

- Pune, Maharashtra (Required)

Shift availability

- Night Shift (Required)

Willingness to travel

- 100% (Required)

Work Location: In person

📌 Sr. Technical Support Engineer (Pune)
🏢 WorkVerge
📍 Pune