Lead Support Engineer

Lead Support Engineer

Location: Boston, MA (Onsite)

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.

Key Responsibilities

• 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 optimization 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

Equal Employment Opportunity

*** 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.

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.