Technical Support Lead

We are looking for a hands-on Technical Support Lead to lead a four-person team within our Technology organization.
The team acts as the bridge between Customer Support, Operations, Product, and Engineering. Its main goal is to investigate and resolve technical issues before they need to be escalated to backend or infrastructure teams.

Key Responsibilities
Lead, mentor, and manage the technical support team.
Investigate application, transaction, integration, and production issues.
Analyze application logs using tools such as Kibana and Elastic APM.
Use monitoring systems such as Prometheus and Grafana to identify service failures, performance issues, and unusual behavior.
Write and execute SQL queries to investigate data and transaction states.
Test and troubleshoot APIs using Postman, cURL, or similar tools.
Identify whether an issue is related to application code, data, configuration, infrastructure, external providers, or user behavior.
Resolve issues independently whenever possible and reduce unnecessary escalations to backend developers.
Provide engineers with clear escalation reports, including logs, request IDs, timestamps, reproduction steps, and initial findings.
Create runbooks, troubleshooting guides, and support procedures.
Identify recurring issues and work with Engineering, QA, Product, and DevOps to address their root causes.
Automate repetitive support tasks using scripts, small utilities, or internal tools.
Track support performance, escalation rates, recurring incidents, and resolution times.

Required Qualifications
At least 4 years of experience in technical support, application support, production support, backend development, or a similar role.
Experience leading or mentoring a technical team.
Strong troubleshooting and analytical skills.
Practical experience with application logs, Kibana, Elasticsearch, or similar tools.
Good SQL skills and experience working with relational databases such as MySQL or PostgreSQL.
Experience testing REST APIs using Postman, Swagger, or cURL.
Understanding of HTTP, JSON, authentication, status codes, and API error handling.
Basic understanding of distributed systems, background jobs, message queues, caches, and third-party integrations.
Strong communication and incident-prioritization skills.

Preferred Qualifications
Experience with Java and Spring-based applications.
Ability to write small Java programs, scripts, or command-line utilities for operational tasks.
Familiarity with Linux, Redis, Docker, Jenkins, Jira, and message brokers.
Experience in fintech, banking, lending, payments, or other transaction-heavy systems.
Familiarity with incident management, root-cause analysis, secure production access, and audit requirements.

What Success Looks Like
The successful candidate will reduce the number of support issues reaching backend engineers, improve the quality of escalations, build a capable and independent technical support team, and automate recurring operational work.

We are looking for someone who does not simply forward tickets, but investigates issues, understands the system, and takes ownership until the cause and next action are clear.