Amura Health
Website:
amura.ai
Job details:
Job Description
Amuras Vision :
We believe that the most under-appreciated route to releasing untapped human potential is to build a healthier body, and through which a better brain.
Role Overview
We are looking for a Support Lead Engineer who can lead technical support operations, handle L3 escalations, and bridge the gap between customers and engineering.
Key Responsibilities
- Lead and manage escalated technical issues (L3 support).
- Debug backend services, APIs, and integrations built in Node.js.
- Analyze logs, traces, and metrics to diagnose issues quickly.
- Coordinate with backend engineers to fix recurring defects and deliver long-term solutions.
- Improve runbooks, support processes, and response workflows.
- Train and mentor L1/L2 teams and ensure adherence to SLAs.
- Own incident management: triage - escalate - resolve - RCA.
- Collaborate with product teams to relay customer pain points and improve product reliability.
- Maintain monitoring dashboards, alerts, and support tooling.
What Were Looking For
- 6 to 10 years in technical support, production support, or backend engineering.
- Good understanding of Node.js-based systems and REST APIs.
- Strong skills in log analysis (ELK/CloudWatch), SQL queries, and Linux operations.
- Experience with incident management and RCA writing.
- Knowledge of monitoring tools (Grafana, Datadog, CloudWatch).
- Ability to work under pressure and handle high-priority issues.
- Excellent communication and customer-handling skills.
(ref:hirist.tech)
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