Role & Responsibilities
- Lead and coach support team and keep daily operations running smoothly.
- Handle escalations, guide the team through complex technical issues, and jump in when needed.
- Review logs (Graylog), dashboards, and alerts to support accurate root-cause analysis.
- Build and refine SOPs, SLAs, escalation paths, and RCA practices.
- Work closely with Product and Engineering to flag recurring issues and improve stability.
- Strengthen our knowledge base and documentation for faster, cleaner resolutions.
- Track and improve key metrics: response time, resolution time, CSAT, and backlog health.
- Drive process improvements, automation ideas, and smarter workflows as we scale.
Ideal Candidate
- 5+ years of technical support experience in a SaaS organisation.
- Proven experience leading or mentoring support teams.
- Solid judgment under pressure and confidence handling high-impact incidents.
- Strong communicator who can work well with customers and internal teams.
Skills We're Looking For
- Strong understanding of REST APIs, authentication, and system integrations.
- Familiarity with cloud platforms (Azure/AWS/GCP) and core networking concepts.
- Hands-on experience with logs and monitoring tools (Graylog, dashboards, alerts).
- Working knowledge of SQL and a scripting language (Python, Bash, etc.).
- Experience with logs, monitoring tools, debugging distributed or cloud-based systems.
- Nice to have: iPaaS background, Docker/Kubernetes.
Perks, Benefits and Work Culture
- Competitive salary package.
- Opportunity to learn from and work with senior leadership & founders.
- Build solutions for large enterprises that move from concept to real-world impact.
- Exceptional career growth pathways in a highly innovative and rapidly scaling environment.
Skills: b2b,aws,support engineer,b2b saas,authentication,saas,rca,cloud
