Senior Support Engineer & Escalation Lead

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.

This role is perfect for someone with strong backend debugging skills (preferably Node.Js

exposure) and a problem-solving mindset.

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...