Assistant Manager - Software Support

GreyOrange is seeking an Assistant Manager – Software Support to lead technical support operations for mission-critical warehouse automation and enterprise software platforms. The role will be responsible for ensuring platform stability, driving issue resolution, managing customer escalations, and supporting high-availability production environments.

You will work closely with Engineering, Product, Infrastructure, and Customer Success teams to deliver an exceptional customer experience while maintaining operational excellence across global deployments.

Key Responsibilities

Technical Support & Incident Management

• Lead troubleshooting and resolution of complex application, database, and system-related issues.
• Act as the primary escalation point for critical customer incidents and production issues.
• Drive root-cause analysis using logs, metrics, and system diagnostics.
• Coordinate cross-functional teams during high-priority incident management and service restoration activities.
• Ensure adherence to SLAs, operational processes, and support governance standards.

Customer Success & Service Delivery

• Manage customer-facing technical support activities and ensure high customer satisfaction.
• Drive proactive monitoring and preventive maintenance initiatives to minimize service disruptions.
• Partner with Customer Success and Operations teams to improve customer experience.
• Provide regular updates and clear communication during critical incidents and escalations.

Operational Excellence

• Support software deployments, upgrades, validations, and production rollouts.
• Develop and enhance SOPs, knowledge repositories, troubleshooting guides, and operational documentation.
• Monitor service performance metrics and identify opportunities for process improvement.
• Drive automation initiatives to improve support efficiency and reduce recurring issues.

Team Leadership

• Mentor and guide Software Support Engineers and Senior Engineers.
• Promote best practices in troubleshooting, incident management, and customer communication.
• Support onboarding and technical development of team members.

Requirements

Technical Skills

• Strong expertise in Linux/Unix environments.
• Advanced SQL and database troubleshooting skills.
• Experience with Python, Shell scripting, or automation tools.
• Strong understanding of enterprise software applications and distributed systems.
• Familiarity with monitoring, observability, and log analysis tools.
• Experience managing production support and incident response processes.

Qualifications & Experience

• Bachelor's degree in Engineering, Computer Science, Information Technology, or a related field.
• 7–11 years of experience in Software Support, Application Support, Production Support, or Technical Operations.
• Strong analytical, debugging, and problem-solving capabilities.
• Excellent customer-facing communication and stakeholder management skills.
• Experience working in rotational support environments.