Amura Health - Support Engineer/Lead - IT Operations

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)