Software Support Lead

Technical Knowledge and Deliverables:

Guide and Collaborate closely with developers on Angular applications (Angular CLI, RxJS, component-based architecture) and server-side logic handling CRUD operations.

Experience in backend development/App Engine/Python and Jasmine/Karma unit testing

Provide expert troubleshooting and debugging support and guidance, supporting server infrastructure and operations on Linux/Unix systems, including terminal and Bash scripting.

Lead support activities for cloud-deployed applications (GCP) and serverless environments.

Oversee BI and analytics environments (Power BI, Tableau, Looker), data modeling, ETL process design, and reporting optimization.

Client, Stakeholder Management & Product Ownership:

Work closely with client and internal stakeholders to gather, document, and prioritize business and technical requirements, support product roadmap creation and backlog management and prioritisation

Engage in product knowledge development, owning a deep understanding of internal applications, their business impact, operational workflows, and interdependencies.

Identify operational risks, manage escalations, and proactively address issues impacting product reliability or customer experience.

Work closely with leadership and client on continuous service improvement initiatives, data-driven decision making, and operational governance.

Team Management & Leadership:

Lead and mentor a global team of software support engineers and full stack developers, fostering a high-performance, collaborative culture, managing team performance reviews, training plans, workload assignment, and escalation protocols.

Mentor team members on coding standards, code reviews, technical troubleshooting, and product knowledge.

Facilitate daily stand-ups, sprint planning, retrospectives, and project status updates in collaboration with agile development and support teams.

Ensure operational and technical deliverables align with business objectives, customer needs, and support SLAs.

Required Skills & Qualifications

BSc in Computer Science, IT, or a related or equivalent professional experience

8+ years of experience in software support operations, technical leadership, or a technical product owner/project manager role.

Strong understanding and skills in

Linux/Unix administration, Bash, and Shell scripting

Python, JavaScript, TypeScript, HTML, CSS

Kotlin (good to have)

Angular framework, Angular CLI, RxJS, Jasmine, and Karma

Relational (MySQL, PostgreSQL) and NoSQL (Firebase) databases

Cloud infrastructure (Google Cloud Platform) and serverless architectures

Networking fundamentals and troubleshooting

Strong understanding of software development principles, SDLC, DevOps practices, and agile methodologies, CI/CD pipelines and agile project delivery

Experience in BI tools (Power BI, Tableau, Looker), data modeling, and ETL/data cleaning processes is a plus.

Experience conducting code reviews, setting coding standards, and troubleshooting complex technical issues, conduct root cause analysis,

Ability to align technical deliverables with business objectives and operational priorities.

Strong verbal and written communication skills, with the ability to explain complex technical concepts to non-technical audiences and influence decision-making.

Experience in stakeholder relationship management, product knowledge development, and customer-centric service delivery.

Proven experience in team leadership, workload management, performance management, mentoring, and coaching within technical teams.

Nice to have:

Experience with technical project scoping, dependency tracking, and operational risk management.

Demonstrated experience managing product backlogs, prioritizing support tickets, feature enhancements, and technical debt.