Tech Lead, Product Support

Flight Itinerary (About The Role)

As a Tech Lead of Product Support team, you will be a key player in ensuring the stability and reliability of our products in production. You will lead the charge in incident management, process improvement, and team training, making sure that our products meet the highest standards of service delivery. This role provides an opportunity to work in a dynamic environment, where your technical expertise and leadership will directly impact the success and satisfaction of our customers. If you are passionate about technology, thrive in a fast-paced setting, and are committed to excellence, this role is the perfect opportunity to take your career to the next level.

What Your Journey Will Look Like (Responsibilities)

• Manage process preparation with intent to run a production service including kick-off meetings for taking over carrier support from the development team
• Create and adjust PagerDuty schedules ensuring proper coverage by carrier through coordination with Engineering Managers.
• Train on-call team members on how to handle incidents; filling any learning gaps upon reviewing incident management trends. Foster a culture of learning and innovation
• Coordinate post mortems after High and Critical incidents, including customer communication via incident reports
• Alert Leadership in case continuous SLA violations to troubleshoot and determine concrete resolution plan
• Deep understanding of API integration.
• Creation and maintenance of runbooks with help from engineering.
• Maintenance of incident management tooling (PagerDuty & FireHydrant)
• End-to-end incident responsibility
• Collaboration with partners to improve overall service stability
• Collaboration with SRE on promotion of development and adoption of automation tools, frameworks, and practices to streamline operational tasks, reduce manual effort, and increase efficiency

What To Pack For This Trip (Qualifications)

• 4+ years of overall experience in IT
• A minimum of 2 years experience in a similar role and experience working with cloud computing (e.g. GCP, AWS, Azure).
• Excellent English written and verbal communication skills.
• Knowledge of ITSM processes with focus on incident management.
• Hands-on experience working with large amounts of data using SQL, Python.
• Fundamental knowledge of application development process (SDLC)
• Ability to troubleshoot complex technical issues and derive concrete resolution plans.
• Experience with the airline industry in the area of service stability and reliability.
• Experience with monitoring and observability tools – Prometheus/Graphite/Datadog/Grafana.
• Practical experience with containerization technologies such as Docker and container-orchestration platforms such as Kubernetes
• Experience in CI/CD
• Familiarity with version control systems, particularly GIT
• Readiness for compensated on-call duties
• Bachelor’s degree in Computer Science, Engineering, or equivalent experience

Optional Carry-On (Preferred Qualifications)

• Understanding of infrastructure security principles
• Experience with scripting languages like Bash
• Infrastructure configuration automation and Infrastructure as Code (IaC, Terraform)
• Hands-on experience with programming language (preferably Golang)

First-Class Amenities

• Regular employment contract
• Equity in Series C startup with high growth potential
• Flexible working hours
• Complimentary Breakfast/Lunch (in-office)
• Sports card
• Medical care
• Life Insurance
• Top-quality tech equipment
• Annual educational fund
• Linkedin Learning access
• English classes
• Many more!