Website:
scalezee.com
Job details:
We are looking for an experienced Technical Support Manager to lead our production support team and manage critical customer escalations for high-availability, mission-critical environments.
Key Responsibilities
- Lead and manage a technical/production support team.
- Act as the technical lead for customer escalations and critical incidents.
- Drive Sev-1/Sev-2 incidents from initial troubleshooting through resolution, RCA, and closure.
- Lead technical bridge calls and coordinate with customers, internal teams, engineering teams, and vendors.
- Ensure SLA adherence, timely incident resolution, and effective escalation management.
- Provide technical guidance and mentoring to L1/L2/L3 support engineers.
- Review recurring incidents and drive preventive and permanent fixes.
- Oversee production deployments, maintenance, patching, upgrades, and DR activities.
- Ensure operational runbooks, SOPs, RCA documents, and knowledge base articles are maintained.
Required Skills
- Strong hands-on knowledge of Linux.
- Good experience with Kubernetes / OpenShift.
- Good understanding of databases such as MariaDB, MySQL, or PostgreSQL.
- Experience with Kafka, Redis/KeyDB, messaging, caching, or distributed systems.
- Experience in banking, payments, fintech, or other high-availability environments.
- Strong production troubleshooting and incident management skills.
- Experience handling customer-facing technical escalations.
- Good understanding of monitoring and observability tools such as Prometheus, Grafana, ELK/OpenSearch, etc.
- Strong communication, leadership, and stakeholder management skills.
Experience
8+ years of overall IT/Production Support experience, with experience in leading technical teams and handling critical customer escalations.
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