Lead Support Engineer

Job Title:
Lead Support Engineer
Location:
Boston, MA (Onsite)
Years of Experience: 7 to 10 Years
We are seeking a Support Engineer Lead with strong expertise in Java applications and AWS cloud platforms, responsible for leading application and infrastructure support operations. The role requires direct onsite customer interaction, ownership of incident management, and ensuring high availability, reliability, and performance of systems. Please use the below details for the JD.
Key Responsibilities
8-10 years overall experience
Minimum 4-5 years in Application/Infra Support
Experience in customer-facing onsite roles preferred
Lead L2/L3 support for Java-based applications and AWS infrastructure
Coordinate across application, middleware, and infrastructure layers for issue resolution
Manage production support operations (24x7/on-call rotation)
Drive incident triaging, RCA, and resolution
Ensure adherence to SLA / KPI (MTTR, availability, uptime)
Perform post-incident reviews and preventive actions
Manage and troubleshoot AWS services (EC2, S3, Lambda, RDS)
Ensure scalability, reliability, and cost optimisation of cloud systems
Work on monitoring, logging, alerting tools (New Relic, CloudWatch, etc.)
Act as primary escalation points for customer incidents
Provide status updates, reporting, and technical explanations
Drive service reviews and continuous improvement initiatives
Implement automation for support processes / repetitive issues
Drive AIOps / predictive monitoring / observability improvements
Improve runbooks, SOPs, and knowledge base
Technical Skills
Strong Java application support (Spring, APIs, Microservices)
Hands-on AWS (EC2, Lambda, S3, RDS, CloudWatch)
Experience in Application + Infrastructure troubleshooting
Knowledge of Linux, networking basics, databases (SQL/NoSQL)
Exposure to monitoring, logging, ITSM tools (ServiceNow, JIRA)
Strong customer communication (onsite-offshore coordination)
DevOps / CI-CD exposure (Terraform, Jenkins, Git)
Ability to handle critical escalations
Team mentoring and stakeholder alignment
Analytical and problem-solving mindset
Salary:
Full-time:
The pay range for this role is USD105,000 - USD120,000 per annum including any bonuses or variable pay. *** also offers benefits like medical, vision, dental, life, disability insurance and paid time off (including holidays, parental leave, and sick leave, as required by law). Ask our recruiters for more details on our Benefits package. The exact offer terms will depend on the skill level, educational qualifications, experience and location of the candidate
Contract:
USD58/HR - USD66/HR
"AI tools may assist in the recruitment process; however, all hiring decisions are made by the recruitment team based on a comprehensive evaluation of candidates."
"*** is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin, or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions with or without reasonable accommodations. Reasonable accommodations also are available in the hiring process for applicants with disabilities.
Candidates can request a reasonable accommodation by contacting the company ADA Coordinator at ***."
About Us:
At *** (*** | Connected World, Connected Experiences), we live the philosophy of connected world and connected experiences. We thrive on change that is powered by the intelligent symphony of technology and humans designing meaningful and sustainable experiences. Consumer 'experiences' are driving and disrupting industries like never before. Businesses must build seamless yet simple enterprises that collaborate, synergize, and drive the change. Change that connects us all and empowers us to deliver experiences that span across the digital, the physical, the convergent, and everything in between. That's when truly connected experiences manifest.
Extraordinary is when experiences come together - a continuous convergence of digital technologies, touchpoints, and most importantly people. It's time to reimagine, reinvent, and revolutionize business models
operations as well as to transform enterprises into living, breathing, and connected businesses. We are the Digital Change makers who strive to change the way the world, communities, businesses, and humans interact digitally. We are harnessing the power of change, brought in by technologies, that makes it the most exciting time to be alive in the human history. Our universe, as we build it, disrupt it, and redesign it, is powering the digital change.
*** represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates, and the Society to Rise. It has 150,000+ professionals working for 1000+ Global Customers (including Fortune 500 companies) in 90 Countries. We're part of the esteemed Mahindra group, headquartered in India. Under a new CEO, *** is committed to a transformative journey with 'Scale @ Speed' as our guiding principle.