Key Responsibilities
- Team Leadership: Lead and mentor a team of L2 engineers. Manage ticket queues, prioritize urgent incidents, and ensure the team meets Service Level Agreements (SLAs).
- Advanced Troubleshooting: Perform deep-dive analysis into application failures across:
- Web: ReactJS state management, browser compatibility, and UI bugs.
- Mobile: Debugging React Native and Flutter crashes, platform-specific issues (iOS/Android), and version mismatches.
- Backend: Investigating Spring Boot logs, API failures, and database performance bottlenecks.
- Incident Management: Lead "War Room" sessions for P1/P2 incidents. Communicate technical status updates to stakeholders and business owners.
- Root Cause Analysis (RCA): Conduct thorough RCAs for recurring issues and work with the L3/DevOps teams to implement permanent fixes.
- Monitoring & Observability: Monitor system health using tools like ELK Stack, Splunk, Datadog, or New Relic. Configure alerts for API latency and mobile app crash rates.
- Knowledge Management: Maintain and update the technical knowledge base. Ensure support documentation for React, Flutter, and Spring Boot components is accurate.
- Deployment Support: Assist in the deployment of hotfixes and releases, performing post-release sanity checks across all platforms.
Required Technical Skills
- Frontend & Mobile:
- Hands-on experience debugging ReactJS (Redux/Context API).
- Strong knowledge of mobile frameworks: React Native and Flutter (handling APK/IPA issues, Firebase Crashlytics).
- Backend:
- Solid understanding of Spring Boot architecture (Microservices, REST APIs).
- Proficiency in Java and JVM monitoring.
- Databases & Tools:
- Strong SQL skills for data verification and reporting.
- Experience with Postman for API testing and Log Aggregation tools.
- Infrastructure: Understanding of CI/CD pipelines (Jenkins/GitLab) and Cloud environments (AWS/Azure).
Required Technical Skills
- Frontend & Mobile:
- Hands-on experience debugging ReactJS (Redux/Context API).
- Strong knowledge of mobile frameworks: React Native and Flutter (handling APK/IPA issues, Firebase Crashlytics).
- Backend:
- Solid understanding of Spring Boot architecture (Microservices, REST APIs).
- Proficiency in Java and JVM monitoring.
- Databases & Tools:
- Strong SQL skills for data verification and reporting.
- Experience with Postman for API testing and Log Aggregation tools.
- Infrastructure: Understanding of CI/CD pipelines (Jenkins/GitLab) and Cloud environments (AWS/Azure).
Qualifications
- Experience: 5-8 years in technical support, with at least 2 years in a leadership or senior role.
- Education: Bachelor s degree in Computer Science, Information Technology, or a related field.
- Soft Skills: Exceptional problem-solving skills, ability to work under pressure, and clear communication skills in English.
- Certifications: ITIL Foundation, AWS/Azure certifications, or Java/React certifications are a plus.
