Software Support Lead L2

IDfy; Mumbai; On-site; INR 1,500,000 - 2,200,000; Full time

Job summary

IDfy is looking for a Software Support Lead – L2 in Mumbai, India. In this role, you will be the final line of defense against platform instability, contributing to the support and resolution of complex production issues. The ideal candidate has over 10 years of experience in cloud-based SaaS production support and is skilled with the ELK stack. You will also manage an L2/L3 support team, ensuring operational excellence and effective communication across various departments.

Qualifications

• 10+ years of experience in Production Support for cloud-based SaaS products.
• Experience with ELK stack and troubleshooting production issues.
• Ability to independently troubleshoot and guide complex production issues.
• Strong communication skills for collaboration across teams.
• Hands-on experience managing an L2/L3 support team.

Responsibilities

• Lead troubleshooting and own resolution for complex L2/L3 production issues.
• Ensure stability of the production environment.
• Investigate issues using dashboards, logs, and alerts.
• Conduct root cause analysis and implement long-term fixes.
• Coach team members through live problem-solving.

Skills

Production Support for cloud-based SaaS products

ELK stack

Technical troubleshooting

Strong communication skills

L2/L3 support team management

Job description

Overview

Trust isn’t a given, it needs to be built. And in a world where fraud is evolving faster than ever, trust must be safeguarded at every step.

At IDfy, we make trust scalable. As an Integrated Identity Platform, we help businesses verify identities, detect fraud, and stay compliant—ensuring every interaction starts with confidence.

Our clients include HDFC Bank, Zomato, Amazon, PhonePe, Paytm, HUL and many others. With more than 13+ years of experience and 2 million verifications per day, we are pioneers in this industry.

We do this through three interconnected platforms:

Onboarding Platform

Our IDfy360 and Video Solutions make KYC and identity verification seamless, turning compliance into a frictionless experience.

We stay ahead with CrimeCheck, RiskAI, and our Transaction Intelligence Platform—

identifying synthetic identities, financial risks, and bad actors before they cause damage.

Privacy & Data Governance Platform

With PRIVY, businesses can navigate evolving data protection laws with ease, ensuring

security and transparency at every step.

From opening a bank account to landing a job, from securing a loan to making a payment—IDfy is there, ensuring that trust is built, fraud is eliminated, and businesses can operate with confidence.

At IDfy, our platforms run at scale, in production, for customers who rely on us every single day.

Role

As a Software Support Lead – L2, you’ll be the final line of defense between platform instability and customer impact. If you enjoy owning production systems, troubleshooting at depth, and setting the standard for support excellence—this role is for you.

We Are the Perfect Match If You…

• Have 10+years of experience owning Production Support for cloud based SaaS products. You gain a deep understanding of the platform from both the technology and business perspective.
• Are well versed with ELK stack and troubleshoot production issues by traversing through logs, database, dashboards and messaging queues.
• You have a problem solving mindset and you go deep into the problems. You bring strong L2/L3-level technical expertise and can independently troubleshoot, debug, and guide resolution for complex production issue
• Have strong communication skills and can collaborate with the Product, Engineering, Infrastructure , Infosec and Customer Satisfaction Team
• Have built and led an L2/L3 support team. You are a hands-on people manager who actively coaches, reviews work, and builds technical depth within the team—not just task-manages
• Are comfortable stepping in as a technical escalation point while also enabling and upskilling your team to reduce dependency over time

Here’s What Your Day Will Look Like…

• Lead by example by getting a deep understanding of the platform, troubleshooting issues and guide and own resolution for complex L2/L3 productions issues which bubble up from our L1 team and CSM team.
• Be the gatekeeper for the Production Environment and ensure the stability of the platform. Work closely with our platform team to understand the deployment process and various flavors of deployments.
• Investigate issues by reviewing dashboards, logs, and alerts across cloud-native systems, including Kubernetes-based deployments
• Own the root cause analysis and long-term fixes—not just quick resolutions
• Coach team members through live problem-solving, code/config analysis, and incident retrospectives
• Balance team capacity, incident load, and operational priorities to ensure sustainable delivery and minimal burnout
• Partner with Engineering and SRE teams on stability improvements, automation, and reliability initiatives
• Ensure documentation, runbooks, and SOPs are kept current and actually usable