Tech Support Lead

7 days ago

bangalore, India ANACITY Full time

About the Company We are seeking a proactive and experienced Tech Support Lead to oversee and elevate our technical support operations. About the Role As 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. Responsibilities Advanced Troubleshooting, Debugging & Diagnostics Strong ability to analyze and resolve complex technical issues across web applications Expertise in isolating issues at various levels — server, database, client, and front-end Comfortable working directly with developers to replicate and resolve high-priority bugs and system faults Experienced in using diagnostic tools and custom scripts to monitor and trace performance issues Skilled in debugging code and application behavior to identify root causes using logs, browser dev tools, and back-end tracing Operating Systems & Environment In-depth technical knowledge of Windows, macOS, and Linux environments Comfortable navigating and troubleshooting command-line interfaces and system-level processes Skilled at resolving cross-platform compatibility and configuration issues Tools & Platforms Experienced with ticketing and issue tracking systems like Zendesk and Jira Service Desk Proficient in using remote support tools such as TeamViewer and AnyDesk to assist users and diagnose problems Working knowledge of Bitbucket for version control, code review, and collaboration with developers Web & Application Stack Front-end technologies: JavaScript, AJAX, CSS, UI debugging and optimization Ability to read, debug, and troubleshoot application code to support issue resolution Collaborates effectively with developers to support deployment and issue resolution pipelines Solid 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 testing Strong understanding of test environments and assisting QA teams with identifying and reproducing bugs Proactive in ensuring high-quality releases by validating fixes before they are pushed to production Deep Project Understanding & Ownership Ability to connect customer issues to back-end logic, data layers, and system configurations Known for taking deep ownership of assigned projects, including full context on dependencies, workflows, and architecture Proactively communicates with development and product teams to advocate for stability, usability, and customer satisfaction

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