Supervisor, Technical Support

Khoros

Bangalore, Karnataka
Permanent
Full-time

25 days ago

Supervisor (Technical Lead, Mission Critical Support)ABOUT KHOROSKhoros, formerly Lithium + Spredfast, is the leading customer engagement platform providing Social Media Marketing, Care and Monitoring Solutions. Khoros Customer Engagement Platform is built to turn siloed knowledge into enterprise value and customers into contributors. By connecting consumer insights across all departments, Khoros allows companies to run their business with customers, anticipating their needs and accelerating sales, loyalty, and innovation. With 2,000+ customers, including 52 of the Interbrand 100. Khoros has ten offices globally and powers approximately 500 million daily digital interactions. From social media to online communities and messaging to digital customer care, Khoros helps companies authentically connect with customers throughout their journey.ROLEWe want to add a Supervisor (Technical Lead) to the Mission Critical Support Team. You'll be responsible for providing technical mentorship and support during critical outages across all product lines as well as proactively monitoring infrastructure and mitigating performance issues that have the potential to become an outage if not checked. The position requires one to work in 24x7 shifts. The team sets high standards for the work they do while also maintaining a learning-oriented work environment. You'll be challenged to scale up quickly and learn many new technologies. This is a customer-facing role.WHAT YOU'LL DO ?

Be a technical SME to mentor and supervise the Mission Critical Support team, providing first-class support and remedy for production-level outages.
Track progress and prioritization of assigned tickets/incidents with a focus on resolution time and critical SLAs.
Act as the go-to person for any production issue, troubleshoot and escalate as needed, and monitor until successful resolution.
Work with the Leads to improve the team's standards and procedures.
Proactively monitor product infrastructure through alerts and take timely action to resolve them.
Track and ensure the delivery of postmortem RCAs to the incidents within the stipulated time.
Learn new technologies and help transition newer services to the MCS team.
Identifying documentation requirements in our knowledge base.
Build technical training capabilities to ensure the upskilling of the team and provide a continuous learning culture.

WHAT WE ARE LOOKING FOR ?

6+ years of experience in technical support roles, ideally supporting web applications.
Basic Administration experience of any Application Server like Apache Tomcat, JBoss, WebLogic, Websphere, etc.
Exposure to JVM Thread Dump and Heap Dump analysis.
Exposure to various infrastructure components such as Linux, Networking, Observability, and Databases.
Exposure to basic cloud infrastructure, applications, and services on AWS/Azure/GCP.
Experience or knowledge of Observability tools: DataDog, ELK, SumoLogic, CloudWatch.
Ability to understand and troubleshoot primary application server-related technical issues.
Able to communicate effectively between teams and individuals of varying technical expertise.
Able to multi-task effectively while working on customer issues.
Bachelor's degree in Computer Science, a related technical field involving computer systems engineering, or equivalent practical experience.

WHAT WOULD ADD VALUE ?

Experience in Web Technologies like HTML5, CSS, JavaScript, JQuery, etc., and Programming languages like Java, J2EE, or Python.
Experience in Scripting languages like Shell, bash, etc.
Technical or support certifications such as ITIL V3/V4, Cloud Certifications in AWS/Azure/GCP
General idea about Multi-Tier Web Application Architecture
Familiar with the latest trends in social channels (forums, Facebook, Twitter, etc.)

Khoros

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