Support Team Lead

India Health Link; Bengaluru; On-site; INR 1,500,000 - 2,200,000; Full time

Job summary

G19 Studio is seeking a Support Team Lead in Bengaluru to oversee day-to-day post-delivery support across multiple projects. You will triage incoming tickets, classify by severity, and route to the right engineers while ensuring continuity between delivery phases.

You’ll lead a small team of Support Engineers, hire and mentor staff, manage escalations, and report on performance metrics. This role requires strong written communication and client-facing experience.

Qualifications

• 4+ years of professional software engineering experience, including at least 1 year in technical leadership or on-call capacity.
• Experience leading a small team of engineers and managing escalations.
• Familiarity with multi-stack projects (web, AI/ML, infrastructure).

Responsibilities

• Own day-to-day operation of the support queue with triage and routing.
• Lead and coach the Support Engineers, including rotation back to delivery work.
• Act as the first escalation point for critical incidents and client issues.
• Track performance metrics and advocate staffing or process changes.
• Maintain continuity for paused projects and ensure context is preserved.
• Serve as senior escalation contact for client accounts when needed.

Skills

Engineering leadership

On-call / incident ownership

Cross-stack experience

People management

Client-facing

Tools

Jira Service Management

Job description

The Support Team Lead owns G19 Studio's 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 isn't actively underway.
• 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 team's 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 account's 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 You'll 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 didn't 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 Studio's 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 role's 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.
• Client-facing experience for engagements where this role is also the named Support Owner for a

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 Team's 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