Job Description

Grey Orange is seeking an Assistant Manager – Software Support to lead technical support operations for mission-critical warehouse automation and enterprise software platforms. The role will be responsible for ensuring platform stability, driving issue resolution, managing customer escalations, and supporting high-availability production environments.

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You will work closely with Engineering, Product, Infrastructure, and Customer Success teams to deliver an exceptional customer experience while maintaining operational excellence across global deployments.

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Key Responsibilities

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Technical Support & Incident Management

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- Lead troubleshooting and resolution of complex application, database, and system-related issues.

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- Act as the primary escalation point for critical customer incidents and production issues.

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- Drive root-cause analysis using logs, metrics, and system diagnostics.

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- Coordinate cross-functional teams during high-priority incident management and service restoration activities.

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- Ensure adherence to SLAs, operational processes, and support governance standards.

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Customer Success & Service Delivery

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- Manage customer-facing technical support activities and ensure high customer satisfaction.

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- Drive proactive monitoring and preventive maintenance initiatives to minimize service disruptions.

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- Partner with Customer Success and Operations teams to improve customer experience.

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- Provide regular updates and transparent communication during critical incidents and escalations.

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Operational Excellence

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- Support software deployments, upgrades, validations, and production rollouts.

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- Develop and enhance SOPs, knowledge repositories, troubleshooting guides, and operational documentation.

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- Monitor service performance metrics and identify opportunities for process improvement.

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- Drive automation initiatives to improve support efficiency and reduce recurring issues.

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Team Leadership

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- Mentor and guide Software Support Engineers and Senior Engineers.

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- Promote best practices in troubleshooting, incident management, and customer communication.

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- Support onboarding and technical development of team members.

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Requirements

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Technical Skills

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- Strong expertise in Linux/Unix environments.

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- Advanced SQL and database troubleshooting skills.

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- Experience with Python, Shell scripting, or automation tools.

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- Strong understanding of enterprise software applications and distributed systems.

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- Familiarity with monitoring, observability, and log analysis tools.

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- Experience managing production support and incident response processes.

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Qualifications & Experience

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- Bachelor's degree in Engineering, Computer Science, Information Technology, or a related field.

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- 7–11 years of experience in Software Support, Application Support, Production Support, or Technical Operations.

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- Strong analytical, debugging, and problem-solving capabilities.

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- Excellent customer-facing communication and stakeholder management skills.

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- Experience working in rotational support environments.

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📌 Assistant Manager - Software Support (Gurugram)
🏢 GreyOrange
📍 Gurugram