Lead - Product Reliability Engineer

IDfy; Mumbai; On-site; INR 2,400,000 - 3,600,000; Full time

Job summary

IDfy in Mumbai, India seeks a seasoned Production Support leader for cloud-based SaaS products. You will own L2/L3 incident resolution, drive root-cause analysis, and guide a high-performing support team to ensure platform stability.

You will navigate logs, databases, dashboards, and messaging queues using ELK Stack and modern observability tools, collaborating with Product, Engineering, Infrastructure, Infosec, and Customer Satisfaction teams.

Qualifications

• 10+ years of experience owning Production Support for cloud-based SaaS products.
• Strong L2/L3-level technical expertise and independent troubleshooting ability.
• Experience building and leading an L2/L3 support team and coaching team members.

Responsibilities

• Lead with deep platform understanding to troubleshoot complex L2/L3 production issues.
• Gatekeeper for the Production Environment and ensure platform stability.
• Investigate issues via dashboards, logs, and alerts across cloud-native systems (Kubernetes, etc).
• Own root cause analysis and implement long-term fixes beyond quick resolutions.
• Coach and upskill team to balance capacity and reduce dependency.

Skills

Production Support

L2/L3 Troubleshooting

Team Leadership

Communication Skills

Incident Management

Root Cause Analysis

Coaching & Mentoring

Tools

ELK Stack

Kubernetes

Python

Golang

Node.js

Elixir

RESTful APIs

PostgreSQL

MySQL

Job description

• Have 10+ years of experience owning Production Supportfor cloud based SaaS products.You gain a deep understanding ofthe platform from both the technology and business perspective.
• Are well versed with ELKstack and troubleshoot production issues by traversing through logs, database, dashboards and messaging queues.
• Have a problem solving mindset and you go deep into the problems.You bring strong L2/L3-leveltechnical 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 supportteam.You are a hands-on people manager who actively coaches,reviews work, and builds technical depth within the team—notjusttask-manages
• Are comfortable stepping in as a technical escalation point while also enabling and upskilling your team to reduce dependency overtime
  
  

We are the Perfect match if you

• Have 10+ years of experience owning Production Supportfor cloud based SaaS products.You gain a deep understanding ofthe platform from both the technology and business perspective.
• Are well versed with ELKstack and troubleshoot production issues by traversing through logs, database, dashboards and messaging queues.
• Have a problem solving mindset and you go deep into the problems.You bring strong L2/L3-leveltechnical 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 supportteam.You are a hands-on people manager who actively coaches,reviews work, and builds technical depth within the team—notjusttask-manages
• Are comfortable stepping in as a technical escalation point while also enabling and upskilling your team to reduce dependency overtime
  
  

Here’s What Your Day Would Look Like...

• Lead by example by getting a deep understanding ofthe 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 gatekeeperforthe Production Environment and ensure the stability ofthe 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—notjust quick resolutions
• Coach team members through live problem-solving, code/config analysis, and incident retrospectives
• Balance team capacity, incidentload, 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.
  
  

Tech StackYou’llGettoWorkOn

• Cloud-native architecture onAWS, GCP
• Kubernetes for container orchestration and deployment
• Backend services built using Python, Golang, Node.js, Elixir
• RESTfulAPIs and microservices-based systems
• Databases including PostgreSQL, MySQL, and NoSQL stores
• Messaging and async systems (queues, event-driven workflows)
• CI/CD pipelines and release automation
• Observability and monitoring tools (logs, metrics, alerts)
• Security, compliance, and reliability tooling aligned with enterprise standards