Technical support lead

Support Lead Bangalore / Full-TimeJob DescriptionAt Mareana, we build Enterprise-Scale AI/ML-powered products for Manufacturing, Sustainability and Supply Chain. We are looking for a highly skilled Support Lead to oversee day-to-day application support operations and lead the support team in ensuring system reliability, efficiency, and SLA compliance. The ideal candidate should prosses strong technical expertise in Python, Databases, Dev Ops tools, Jira, Log analysis, Sanity testing, Application monitoring, issue triaging along with excellent leadership and communication skills.What You'll DoLead and manage daily support operations for critical applications and servicesMonitor application health and performancePerform log analysis and troubleshooting for production issues to ensure timely resolutionsProficient in code analysis with strong debugging skillsOversee triaging of incidents and manage escalations in collaboration with the Dev Ops and development teamsUtilize Jira for issue tracking, prioritization and workflow managementSupport sanity testing post-deployment to validate stability and performanceEnsure strict SLA compliance and drive continuous improvement to meet or exceed support KPIsGenerate and present periodic reports to the Leadership Team (LT) on support activities, system health and performance metricsCollaborate with cross-functional teams to identify areas for support process optimization and automationProvide mentorship and guidance to junior team members in handling complex support issuesRequirements & SkillsBachelor’s degree in computer science, Information Technology or related field or MCA or equivalent 6-8 years of hands-on experience in delivering end-to-end support, including L2 and L3 activities 5+ years in application or production support and 2+ years in a lead roleVery good hands-on experience in the Python, Postgre SQL, SQL etc.Knowledge of Ne04j (Graph Database) is desirableMonitoring and troubleshooting Saa S application across cloud platforms like AWS, Azure and GCPAble to utilize Jira for issue tracking, prioritization and workflow managementFamiliar with Dev Ops tools (e.g.: Jenkins, Git, Docker, Kubernetes, CI/CD pipelines)Knowledge of ETL and data integration tools, including Apache Airflow, Informatica or Talend would be beneficial Good understanding of methodologies like Agile/ScrumStrong analytical and problem-solving skillsSelf-motivated, take initiative and assumes ownershipAbility to work in a highly collaborative and fast-paced environmentExcellent listening skills to fully understand the customer value requirementsExcellent communication and collaboration skills to work effectively with cross-functional teams and stakeholdersBenefitsMedical InsuranceGratuity Paid Time OffEmployee referral bonus programAwesome coworkersAbout MareanaFounded in 2015, Mareana is an AI-powered software company with the mission of accelerating digital transformation in manufacturing, supply chain, and sustainability via our connected intelligence platform.Mareana’s platform uses AI/ML to rapidly connect disparate, siloed data across the entire business process, allowing our customers to shift their time and effort from data preparation to making complex business decisions intuitively, in real time.Our customers are market leaders in life sciences, chemicals, and general manufacturing who have realized over a billion dollars in business value by leveraging our platform.Our ethos of continuous innovation has been recognized by Gartner, who named us a “Cool Vendor in AI”. We have also been featured as a thought leader in Silicon Review and Manufacturing Insights magazine.