Support Team Lead
India Health Link · Bengaluru · onsite · Posted 35d ago
Undisclosed4–9 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Role Summary
The Support Team Lead owns G19 Studios post-delivery support function day to day triaging incoming
requests, leading a small team of Support Engineers, and acting as the first point of continuity for
projects between active delivery phases. This role reports into Engineering leadership rather than any
single delivery team, so it can serve every project impartially.
Key Responsibilities
- Own the day-to-day operation of the support queue: triage incoming tickets, classify them by
severity and urgency, and route each one to the right engineer or team.
- Serve as the main point of continuity for projects that are paused or between active phases,
keeping context intact so nothing is lost while work isnt actively underway.
G19 Studio Support Team Recruitment
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- Act as the first escalation point for the team pick up technical, commercial, and client-relationship
issues that need to go beyond an individual engineer, and personally manage the most critical
incidents end to end.
- Apply severity and priority standards consistently, and step in early whenever a response-time or
resolution commitment is at risk of being missed.
- Track and report on the teams performance (response times, resolution times, escalation and
reopen rates) and use that data to make the case for staffing or process changes.
- For client accounts that need one, act as the senior escalation contact distinct from and above the
accounts regular day-to-day point of contact.
- Hire, onboard, and manage the Support Engineers, including their growth and a periodic rotation
back onto delivery work so the team stays current.
- Flag gaps in documentation or handoff practices elsewhere in the organization that make it harder
for the team to pick up and support a project.
What Youll Need
- 4+ years of professional software engineering experience, including at least 1 years in a technical
leadership, engineering management, or on-call/incident-ownership capacity.
- Senior engineering background (individual-contributor senior/staff level, or prior EM/tech-lead
experience) with hands-on comfort reading and reasoning about codebases you didnt originally
build.
- Track record working across more than one stack or codebase this role does not own a single
product, it holds context across G19 Studios whole active portfolio (full-stack web, AI/ML-
integrated products, and infrastructure/CI-CD work, depending on current projects).
- Direct experience with a ticketing/service-management system (e.g. Jira Service Management or
equivalent) and comfort operating a triage/SLA process, not just writing code against a backlog.
- Confidence making judgment calls under ambiguity and owning an escalation this role is the first
person other engineers and delivery leads turn to when something is unclear or urgent.
- People-management readiness: this role hires, coaches, and grows Support Engineers, and should
expect to spend real time on that rather than treating it as purely a technical post
Clear, calm written communication a large share of this roles real work is status updates,
escalation write-ups, and the reasoning behind a severity call, all of which need to be
understandable by non-technical stakeholders and clients.
Nice to Have
- Prior experience standing up a support, on-call, or incident-response function from scratch, rather
than joining an existing one.
- Familiarity with using an AI assistant (e.g. Claude) as part of a triage or review workflow the
Support Teams ticket triage is AI-assisted, with a person making the final call on every ticket.
- Client-facing experience for engagements where this role is also the named Support Owner for a
specific client account
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
Service ManagementIndividual Contributortechnical leadStaffingworkflowJira AtlassianSupport Team LeadmanagementticketingRecruitment
About India Health Link
India Health Link
51-200
employees
2013
13 years old
Karnal,Haryana
India
₹8.2L PA avg
Avg at India Health Link
About
India Health Link focuses on enhancing healthcare delivery through innovative technology and analytics, striving to improve patient outcomes in the healthcare sector.
Industries
Health CareMedical DevicePersonal Health
Employee ratings
10 reviews
2.4/ 5
Culture
2.4
Career growth
2.6
Work-life
3.0
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