Technical Support Lead
We are Infrrd - the Enterprise AI company that uses AI and Machine Learning technologies to help
our customer automates human tasks.
We are looking for a Technical Support Lead to join our team. Like any job, it has its pros and cons. Let's talk about the Cons first:
1. We are growing fast, so you will need to keep up with the pace and hit the ground running.
2. We are a young company that gives the large AI companies a run for their money when it
comes to solving enterprise automation problems. What this means for you is that you need to be
prepared to deal with some of the best competitors on the planet and win. It’s not necessarily a
con but it can get pretty intense. Let's just say this is not a job for the faint-hearted.
3. Our team is spread across three continents-you will need to be comfortable coordinating things across US, Europe and India.
With the cons out of the way, let’s talk about the good stuff.
1. We are a team of about 200+ people, so while we are young - we are not a start-up.
2. The work is challenging, and you will work directly with our management team.
3. There are three levels of people in our team - those who do the work, those who can fix things
when they are not working and the ones that can own outcomes.
If you have read this far, then you may want to know what background we would like our Technical Support Lead to have. We have made a list, here it is:
Who You Are
1. Should be a full stack Senior Developer/Lead with the below hands on skills who has experience managing web and mobile support projects. 1.Java with Spring framework OR .NET/Microsoft based technologies (Priority 1) 2. Angular 2+ 3. Database like MySQL, Oracle, Cosmos etc. 4. Working knowledge of elasticsearch
2. Should have strong experience with Agile/SCRUM metodology
3. Should have strong experience in managing and handling Web/Mobile BAU/Application production Support type of engagements
4. Should have worked, managed with a 10-15-member team at offshore and should have onsite - offshore coordination experience for a Support project
5. Working knowledge on mobile application development
6. Working Knowledge of Azure Platform
What You'll Be Doing
1. Primary Gatekeeper of the Production Support activities for the web and mobile apps
2. Work closely with the customer IT and business teams for Defect triage, prioritization and ensuring the defects are acknoweldged in timely manner and are also fixed within the SLA resolution time \
3. Work closely with the Radian IT team for production build and release management
4. Work closely with the Infrrd Offshore team to handle and coordinate the defect fixes
5. Handle the defect fixes for P0, P1 and P2 issues and able to resolve some fo these specific issues independently without any assistance
6. Manage the Production issues in the Freshdesk system and keep the Defects reporting system clean
7. Work with the Business stakeholder or the end users to resolve any L1/L2 support tickets on demand basis
We aspire to big brand and we have put 9 years of grueling work to get to where we have reached. We are looking for someone to join us in our journey to create a company that their future generations can be proud of. As a Technical Support Lead, we would like you to pay attention to detail for all of our work. In fact, to validate that you are not just mass mailing your resume to every job you see, we would like you to send an email with the subject 'I am your Support Lead’ along with your profile to shruti dot jogi at infrrd dot ai. This is our little validation trick to separate the people who apply to every job they see from people like you.
Looking forward to meeting you.