Tech Support Lead

23 hours ago

bangalore, India ANAROCK Full time

About the CompanyWe are seeking a proactive and experienced Tech Support Lead to oversee and elevate our technical support operations.About the RoleAs the Tech Support Lead, you will manage a team of support specialists, act as an escalation point for complex issues, and work cross functionally to improve the overall support experience. Youʼll play a key role in driving team performance, implementing best practices, and ensuring our customers receive timely and high-quality technical assistance.ResponsibilitiesAdvanced Troubleshooting, Debugging & Diagnostics Strong ability to analyze and resolve complex technical issues across web applicationsExpertise in isolating issues at various levels — server, database, client, and front-endComfortable working directly with developers to replicate and resolve high-priority bugs and system faultsExperienced in using diagnostic tools and custom scripts to monitor and trace performance issuesSkilled in debugging code and application behavior to identify root causes using logs, browser dev tools, and back-end tracingOperating Systems & Environment In-depth technical knowledge of Windows, macOS, and Linux environmentsComfortable navigating and troubleshooting command-line interfaces and system-level processesSkilled at resolving cross-platform compatibility and configuration issuesTools & Platforms Experienced with ticketing and issue tracking systems like Zendesk and Jira Service DeskProficient in using remote support tools such as TeamViewer and AnyDesk to assist users and diagnose problemsWorking knowledge of Bitbucket for version control, code review, and collaboration with developersWeb & Application Stack Front-end technologies: JavaScript, AJAX, CSS, UI debugging and optimizationAbility to read, debug, and troubleshoot application code to support issue resolutionCollaborates effectively with developers to support deployment and issue resolution pipelinesSolid understanding of web technologies: PHP, MySQL, CodeIgniter 1 & 4 (CI1 & CI4)Testing & Quality Assurance Skilled in identifying edge cases, writing and executing unit test cases, and performing regression testingStrong understanding of test environments and assisting QA teams with identifying and reproducing bugsProactive in ensuring high-quality releases by validating fixes before they are pushed to productionDeep Project Understanding & Ownership Ability to connect customer issues to back-end logic, data layers, and system configurationsKnown for taking deep ownership of assigned projects, including full context on dependencies, workflows, and architectureProactively communicates with development and product teams to advocate for stability, usability, and customer satisfaction

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