DevOps Technical Lead

5 days ago

Bengaluru, Karnataka, India Facets Full time US$ 1,50,000 - US$ 2,00,000 per year

Role Overview

We are seeking an experienced DevOps Support Lead to manage our customer support engineering team while maintaining hands-on technical involvement. This role combines technical leadership, team management, and strategic customer advocacy to ensure exceptional support experiences and drive product improvements based on customer insights.

Key Responsibilities

  • Lead and mentor a team of DevOps support engineers while personally handling complex, high-priority customer escalations

  • Provide expert-level technical support for Facets Platform, troubleshooting advanced Terraform, Kubernetes, and cloud infrastructure issues

  • Identify and analyze recurring customer pain points, support trends, and adoption blockers to drive product improvements

  • Develop comprehensive reports on customer feedback patterns and present actionable insights to product and engineering teams

  • Design and implement support processes, SLAs, escalation procedures, and performance tracking systems

  • Create and maintain customer-facing documentation, best practices guides, and troubleshooting resources

  • Collaborate with Product Management to prioritize feature requests and platform enhancements based on customer needs

  • Establish support automation, self-service capabilities, and knowledge base management processes to improve efficiency

Required Qualifications

  • 4+ years of experience in DevOps, Site Reliability Engineering, or Platform Engineering with 2+ years in customer-facing technical roles

  • Expert-level knowledge of Terraform, Kubernetes, and cloud infrastructure (AWS, GCP, or Azure) with hands-on troubleshooting experience

  • Strong experience with container orchestration, observability platforms, and debugging distributed systems

  • Proven track record of building support processes, establishing SLAs, and scaling technical operations

  • Experience translating customer feedback into actionable product requirements and driving cross-functional initiatives

  • Exceptional communication skills with ability to manage customer escalations and present technical insights to leadership

  • Team leadership experience with ability to mentor engineers and foster customer-centric problem-solving culture

Success Metrics

  • Team performance: Response times, resolution rates, and customer satisfaction scores

  • Customer advocacy: Reduction in recurring issues and successful feature adoption rates

  • Product impact: Number of customer-driven improvements delivered to product roadmap

  • Team development: Employee satisfaction, retention, and skill advancement of direct reports

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