Job Title:
Lead Support Engineer
Location:
Boston, MA (Onsite)
Years of Experience: 7 to 10 Years
We are seeking a Support Engineer Lead with strong expertise in Java applications and AWS cloud platforms, responsible for leading application and infrastructure support operations. The role requires direct onsite customer interaction, ownership of incident management, and ensuring high availability, reliability, and performance of systems. Please use the below details for the JD.
Key Responsibilities
8 10 years overall experience
Minimum 4 5 years in Application/Infra Support
Experience in customer-facing onsite roles preferred
Lead L2/L3 support for Java-based applications and AWS infrastructure
Coordinate across application, middleware, and infrastructure layers for issue resolution
Manage production support operations (24x7/on-call rotation)
Drive incident triaging, RCA, and resolution
Ensure adherence to SLA / KPI (MTTR, availability, uptime)
Perform post-incident reviews and preventive actions
Manage and troubleshoot AWS services (EC2, S3, Lambda, RDS)
Ensure scalability, reliability, and cost optimisation of cloud systems
Work on monitoring, logging, alerting tools (New Relic, CloudWatch, etc.)
Act as primary escalation points for customer incidents
Provide status updates, reporting, and technical explanations
Drive service reviews and continuous improvement initiatives
Implement automation for support processes / repetitive issues
Drive AIOps / predictive monitoring / observability improvements
Improve runbooks, SOPs, and knowledge base
Technical Skills
Strong Java application support (Spring, APIs, Microservices)
Hands-on AWS (EC2, Lambda, S3, RDS, CloudWatch)
Experience in Application + Infrastructure troubleshooting
Knowledge of Linux, networking basics, databases (SQL/NoSQL)
Exposure to monitoring, logging, ITSM tools (ServiceNow, JIRA)
Strong customer communication (onsite-offshore coordination)
DevOps / CI-CD exposure (Terraform, Jenkins, Git)
Ability to handle critical escalations
Team mentoring and stakeholder alignment
Analytical and problem-solving mindset