What will you do
- Lead & Mentor – Guide a team of Tech Support Engineers, setting best practices for diagnosing, resolving, and documenting technical issues.
- Troubleshoot & Resolve – Analyze and troubleshoot complex software, API, and system-related issues, ensuring seamless customer experiences.
- Optimize Support Operations – Develop automated tools, scripts, and dashboards to improve troubleshooting efficiency and proactive issue resolution.
- Collaborate Cross-Functionally – Work closely with Engineering, Product, and Customer Success teams to escalate unresolved issues and drive product enhancements.
- Drive Continuous Improvement – Identify recurring issues, implement solutions at scale, and contribute to Spyne's AI-powered Auto Retail innovations.
What you must have
Education & Experience
- BTech/BS/MS in Computer Science, Engineering, or a related field.
- 5-8 years of experience in Technical Support, System Administration, DevOps, or Software Engineering roles.
Technical Expertise
- Proficiency in troubleshooting APIs, databases (SQL/NoSQL), cloud-based infrastructure (AWS), and system performance issues.
- Hands-on experience with scripting (Python, Bash, or Node.js) to automate support processes.
- Strong understanding of ElasticSearch, REST APIs, and distributed systems.
- Familiarity with Git, CI/CD pipelines, and deployment systems in an Agile environment.
Problem-Solving & Collaboration
- Strong command over troubleshooting methodologies, root cause analysis, and proactive issue resolution.
- Excellent analytical, communication, and stakeholder management skills.
- Ability to collaborate across Engineering, Product, and Customer Success teams to enhance the support experience.
Work Setup & Mindset
- Comfortable working in a high-performance, in-office environment with a customer-first mindset.
- Ability to work in rotational shifts
