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Zinier Technologies - Support Lead - Observability Services

Zinier Technologies - Support Lead - Observability Services

Zinier TechnologiesBangalore
2 days ago
Job description

Role Overview :

We are looking for a hands-on and dependable Support Lead to anchor our technical support operations. This role will act as the single point of contact for all support-related matters.

A strong command of JavaScript, JSON, workflow debugging, and database analysis is required, along with comfort working across observability tools like Grafana.

Key Responsibilities :

Ownership & Leadership :

  • Act as the primary point of contact for all escalations, ongoing investigations, and support operations.
  • Analyze and manipulate JSON-based config data and execution logs.
  • Lead L2 support activities, ensuring SLAs are met and issues are thoroughly resolved or escalated.
  • Drive clarity and accountability across support tiers (L1, L2, & Enablement :
  • Provide technical mentoring to L2 engineers, especially in debugging, RCA writing, and incident handling.
  • Bridge any operational or communication gaps between support and engineering / product teams.

Monitoring & Observability :

  • Own and maintain Grafana dashboards, ensuring clear visibility into system health, alerting, and workflow anomalies.
  • Refine alert strategies to reduce noise and enable proactive issue identification.

    • Database Expertise :

  • Perform deep-dive investigations on DB-related issues including query performance, data anomalies, and indexing strategies.
  • Guide and execute safe, scalable data fixes during live incidents, ensuring minimal impact and full traceability.
  • Support the design and execution of stored procedures or database scripts as part of complex incident resolutionespecially when data cleanup, deletion, or transformation is required.
  • Ensure data integrity and consistency throughout support operations by establishing review protocols and rollback strategies where applicable.
  • Collaborate with engineering / solutions to proactively optimize frequently accessed queries and resolve performance bottlenecks.

    • Process & Documentation :

  • Drive creation and maintenance of support runbooks, SOPs, and playbooks.
  • Ensure smooth incident communication, both internally and with customer-facing teams.
  • Identify recurring issues and recommend fixes or product-level changes with engineering.

    • Reporting & Analysis :

  • Track support metrics (ticket trends, MTTR, escalation volume) and derive insights for improvement.
  • Own post-incident reviews(RCA) and promote a learning culture through shared feedback loops.

    • Required Skills & Qualifications :

  • 8+ years in technical support or site reliability roles, with 12 years in a leadership or escalation-focused role.
  • Strong hands-on experience with Grafana, Prometheus, or similar observability tools.
  • Expert-level skills in databases such as MySQL, or NoSQL systems.
  • Strong JavaScript and JSON debugging skills.
  • Solid understanding of system design, production operations, and debugging techniques.
  • Excellent communication and coordination skills with cross-functional stakeholders.

    • Why Join Us :

  • Opportunity to work in a fast-growing SaaS product environment, solving real-world challenges at scale.
  • Collaborate with experienced engineers and grow your expertise in a rapidly expanding and evolving domain.
  • Gain deep exposure to platform observability and tooling including Grafana, logging frameworks, workflow monitoring, and internal automation utilities.
  • Play a key role in delivering outstanding customer experiences and contribute directly to platform stability and support excellence.

    • (ref : hirist.tech)

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