Support Lead L2
IDfy
Customer Service
Mumbai, Maharashtra, India
Posted on May 21, 2026
We are the Perfect match if you
- Have 10+ years of experience owning Production Supportfor cloud based SaaS products.You gain a deep understanding ofthe platform from both the technology and business perspective.
- Are well versed with ELKstack and troubleshoot production issues by traversing through logs, database, dashboards and messaging queues.
- Have a problem solving mindset and you go deep into the problems.You bring strong L2/L3-leveltechnical expertise and can independently troubleshoot, debug, and guide resolution for complex production issue
- Have strong communication skills and can collaborate with the Product, Engineering, Infrastructure , Infosec and Customer Satisfaction Team
- Have built and led an L2/L3 supportteam.You are a hands-on people manager who actively coaches,reviews work, and builds technical depth within the team—notjusttask-manages
- Are comfortable stepping in as a technical escalation point while also enabling and upskilling your team to reduce dependency overtime
- Lead by example by getting a deep understanding ofthe platform,troubleshooting issues and guide and own resolution for complex L2/L3 productions issues which bubble up from our L1 team and CSM team.
- Be the gatekeeperforthe Production Environment and ensure the stability ofthe platform. Work closely with our platform team to understand the deployment process and various flavors of deployments.
- Investigate issues by reviewing dashboards, logs, and alerts across cloud-native systems, including Kubernetes-based deployments
- Own the root cause analysis and long-term fixes—notjust quick resolutions
- Coach team members through live problem-solving, code/config analysis, and incident retrospectives
- Balance team capacity, incidentload, and operational priorities to ensure sustainable delivery and minimal burnout
- Partner with Engineering and SRE teams on stability improvements, automation, and reliability initiatives
- Ensure documentation,runbooks, and SOPs are kept current and actually usable.
- Cloud-native architecture onAWS, GCP
- Kubernetes for container orchestration and deployment
- Backend services built using Python, Golang, Node.js, Elixir
- RESTfulAPIs and microservices-based systems
- Databases including PostgreSQL, MySQL, and NoSQL stores
- Messaging and async systems (queues, event-driven workflows)
- CI/CD pipelines and release automation
- Observability and monitoring tools (logs, metrics, alerts)
- Security, compliance, and reliability tooling aligned with enterprise standards