Production Technical Support Specialist
5 days ago
Technical Support Lead Job
OverviewThis position requires an experienced technical support professional to lead the establishment of a world-class technical support function. The successful candidate will ensure that production engineering teams can focus on innovation while maintaining exceptional platform reliability and customer experience.
The role involves investigating, diagnosing, and resolving complex production issues across mobile apps, APIs, AWS infrastructure, and wearable technology ecosystem.
Critical to Spacetalk's scale-up journey, this role ensures that engineering teams can focus on rapid product innovation while maintaining high reliability for customers' safety and wellbeing.
Key Responsibilities- Lead investigation and resolution of complex production issues across technology stack.
- Translate customer reports into actionable solutions as primary technical escalation point for Customer Support.
- Monitor and respond to alerts from monitoring systems to ensure rapid identification and resolution of platform issues.
- Develop and maintain runbooks, troubleshooting guides, and escalation procedures for common and complex technical scenarios.
- Maintain deep technical knowledge of AWS serverless architecture (Lambda, DynamoDB, API Gateway, CloudWatch, S3, Redis/ValKey).
- Perform root cause analysis on production incidents using AWS monitoring and logging services.
- Implement and optimize monitoring, alerting, and logging systems across AWS infrastructure.
- Establish best practices and processes for technical support operations across multiple time zones.
- Design framework for expanding technical support coverage to EU and US markets.
- Mentor and develop technical support capabilities within Customer Support team.
Achievements: Be the technical guardian ensuring AI-driven safety solutions remain reliable for families who depend on us for their loved ones' wellbeing. Build technical support capabilities for products used across Australia, Europe, and the US. Take ownership of our cutting-edge AWS serverless architecture and monitoring systems.
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