Support Lead TechOps & Service Excellence

Amura Health; Chennai District; On-site; INR 1,400,000 - 2,200,000; Full time

Job summary

Amuras Vision is seeking a Support Lead Engineer to oversee technical support operations, handle L3 escalations, and bridge customers with engineering. A strong backend debugging mindset in Node.js and problem solving is essential.

You will coordinate with backend teams, improve runbooks, and mentor L1/L2 staff while maintaining high SLA adherence. Experience with monitoring tools and logs is required.

Qualifications

• 4+ years in technical support, production support, or backend engineering.
• Strong Node.js-based systems and REST APIs knowledge.
• Experience with ELK/CloudWatch and monitoring tools.
• SQL queries and database debugging experience.
• Linux/command-line proficiency and incident management exposure.
• Excellent communication and customer-handling skills.

Responsibilities

• Lead escalated technical issues (L3 support) and coordinate with customers.
• Debug backend services, APIs, and integrations built in Node.js.
• Analyze logs, traces, and metrics to diagnose issues quickly.
• Collaborate with backend engineers to fix defects and deliver solutions.
• Improve runbooks, support processes, and response workflows.
• Train L1/L2 teams and ensure SLA adherence.
• Own incident management: triage, elevate, resolve, RCA.
• Relay customer pain points to product teams to improve reliability.
• Maintain monitoring dashboards, alerts, and support tooling.

Skills

Node.js

REST APIs

Log analysis

Incident management

RCA writing

Communication

Under pressure

Tools

ELK

CloudWatch

Grafana

Datadog

Job description

Job Description

Amuras Vision

We believe that the most under-appreciated route to releasing untapped human potential is to

build a healthier body, and through which a better brain. This allows us to do more of

everything that is important to each one of us. Billions of healthier brains, sitting in healthier

bodies, can take up more complex problems that defy solutions today, including many

existential threats, and solve them in just a few decades.

Billions of healthier brains will make the world richer beyond what we can imagine today. The

surplus wealth, combined with better human capabilities, will lead us to a new renaissance,

giving us a richer and more beautiful culture. These healthier brains will be equipped with

deeper intellect, be less acrimonious, more magnanimous, and have a kinder outlook on the

world, resulting in a world that is better than any previous time.

We find this vision of the future exhilarating. Our hopes and dream are to create this future as

quickly as possible and ensure that it is widely distributed and optimized to maximize all forms

of human excellence.

We are building a health platform for the world, with features that don’t exist

anywhere today. By the time you read this, we would have rolled out the first

phase. When we roll out the second and third phases later this year and next, it will

change the way medicine is practiced around the world.

Role Overview

We are looking for a Support Lead Engineer who can lead technical support operations, handle

L3 escalations, and bridge the gap between customers and engineering.

This role is perfect for someone with strong backend debugging skills (preferably Node.js

exposure) and a problem-solving mindset.

Key Responsibilities

• Lead and manage escalated technical issues (L3 support).
• Debug backend services, APIs, and integrations built in Node.js.
• Analyze logs, traces, and metrics to diagnose issues quickly.
• Coordinate with backend engineers to fix recurring defects and deliver long-term solutions.
• Improve runbooks, support processes, and response workflows.
• Train and mentor L1/L2 teams and ensure adherence to SLAs.
• Own incident management: triage elevate resolve RCA.
• Collaborate with product teams to relay customer pain points and improve product reliability.
• Maintain monitoring dashboards, alerts, and support tooling.

What we’re looking for:

• 4 to 7+ years in technical support, production support, or backend engineering.
• Good understanding of Node.js-based systems and REST APIs (ability to read code/logs is a plus).
• Strong skills in:
• Log analysis (ELK/CloudWatch)
• SQL queries & database debugging
• Linux/command-line operations
• Experience with incident management and RCA writing.
• Knowledge of monitoring tools (Grafana, Datadog, CloudWatch).
• Ability to work under pressure and handle high-priority issues.
• Excellent communication and customer-handling skills.