Solutions Support Lead Engineer

Job Summary

We are seeking an experienced Solutions Support Lead Engineer to oversee technical support and solution implementation across our organization. This role ensures our products, services, and solutions operate optimally for enterprise and SMB clients while resolving technical issues promptly. You will lead support teams, drive incident resolution, and collaborate closely with engineering to implement, enhance, and maintain solutions.

Key Responsibilities

1. Technical Leadership

• Lead and mentor L2/L3 support engineers, ensuring SLA compliance and high-quality resolution.
• Manage escalations requiring deep technical expertise.
• Collaborate with development, product, and IT teams for issue resolution and solution enhancements.
• Oversee incident management for critical issues, minimizing downtime and business disruption.

2. Solution Implementation & Support

• Lead successful deployment and customization of products and services for clients.
• Provide advanced troubleshooting for implementation and post-go-live issues.
• Maintain technical documentation: troubleshooting guides, knowledge base articles, and support playbooks.

3. Problem Resolution & Performance

• Conduct root cause analysis (RCA) for recurring issues and define preventive measures.
• Monitor systems to ensure optimal performance and availability.

4. Client & Stakeholder Communication

• Act as a point of contact for enterprise customers, managing technical expectations and updates.
• Bridge technical and non-technical teams to ensure aligned understanding.

5. Continuous Improvement

• Implement feedback loops from clients and internal teams to improve solutions and processes.
• Upskill support teams on new tools, technologies, and best practices.

6. Reporting & Metrics

• Track and report application performance metrics and incidents to senior management.
• Manage SLAs and optimize KPIs for uptime, resolution times, and customer satisfaction.

Technical Skills & Qualifications

Core Technical Skills

• Systems Integration: Integrating software, hardware, and networks using APIs, middleware, and orchestration tools.
• Cloud Platforms: Proficient in Microsoft Azure (storage, networking, security, deployment); exposure to AWS and GCP a plus.
• Containerization & Orchestration: Proficient in Azure Kubernetes Service (AKS) deployment, scaling, cluster configuration, monitoring, optimization; Helm chart deployments.
• Infrastructure as Code & Automation: Terraform, ARM/Bicep, Bash, PowerShell; Python (good to have).
• CI/CD Pipelines: Azure DevOps, GitHub Actions, or Jenkins for automated deployments.
• Databases: MySQL, MongoDB, SQL Server — installation, troubleshooting, tuning, query optimization.
• Application Management: Apache Tomcat (primary), IIS (good to have), managing on-prem and cloud applications.
• Monitoring & Observability: Azure Log Analytics; Prometheus/Grafana experience is a plus.
• Security: Data protection, encryption, IAM, MFA, and enterprise security best practices.
• Linux/Windows Administration: System administration, package management, and troubleshooting.

Tools & Technologies

• Service Management: Jira, Confluence, Freshdesk.
• Collaboration: Microsoft Teams, Slack.
• Reporting: Advanced Excel for performance and trend analysis.

Education & Experience

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.
• 10–13 years of experience in IT support, application management, or software development, including at least 1–2 years in a leadership role.
• Healthcare domain experience with compliance exposure (HIPAA, GDPR) is a plus.

Certifications

• Mandatory: Microsoft Azure Fundamentals (AZ-900).
• Preferred: Microsoft Azure Administrator (AZ-104), ITIL Foundation.