Team Leadership:

1. 1. Lead and manage a team of support engineers, setting clear expectations, and providing regular feedback and coaching.
   2. Foster a collaborative and high-performance team culture.
   3. Coordinate work assignments and prioritize tasks to ensure timely issue resolution.
   4. Collaborate closely with internal stakeholders from the development team to address and resolve complex challenges efficiently.

Technical Expertise:

1. 1. Serve as an escalation point to resolve complex technical issues, assisting team members in using predefined procedures and escalating when necessary to ensure timely solutions.
   2. Stay up-to-date with product knowledge and workflows to provide expert guidance to the team.
   3. Address system crashes, bottlenecks, or any critical challenges that might impact business flows, minimizing downtime.
   4. Monitoring and Analysis: Continuously monitor Grafana dashboards, application logs (ELK stack), and utilize Prometheus and Grafana for in-depth analysis to proactively identify anomalies and maintain smooth business flow.
   5. Technical Infrastructure and Database Support: Provide technical assistance for our infrastructure deployed on various cloud platforms (AWS, Azure, Oracle Cloud) and OnPrem. Handle database-specific challenges related to MySQL, PostgreSQL, MongoDB, Aerospike, and Redis as per predefined procedures.
   6. Replicate specific scenarios when necessary to better understand and troubleshoot issues.
   7. Initiate investigations into complex problems, delivering valuable insights and findings before escalating to higher support levels.

Customer Support:

1. 1. Collaborate with the customer support team to ensure a seamless customer experience.
   2. Ticket Management: Manage the ticketing system to register, track, and escalate issues, ensuring transparency and accountability throughout the support process and ensure they are resolved within established SLAs.
   3. Handle escalated customer issues with professionalism and urgency.

Process Improvement:

1. 1. Continuously assess and improve support processes and procedures.
   2. Identify opportunities for automation and efficiency gains to optimize support operations.

Training and Development:

1. 1. Provide ongoing training and development for support engineers to enhance their technical skills and customer service abilities.
   2. Conduct regular performance evaluations and goal setting for team members.

Reporting and Metrics:

1. 1. Maintain and analyze support performance metrics to identify areas for improvement.
   2. Prepare and present reports to management on support team performance and customer feedback.