📍 Job Overview

Job Title: Technical Support Engineer - Team Lead (Observability Specialist)
Company: Coralogix
Location: Delhi Cantonment, Delhi, India
Job Type: Full-time
Category: DevOps Engineer
Date Posted: 2025-07-07
Experience Level: 10+ years
Remote Status: On-site

🚀 Role Summary

Key Responsibilities: Lead and mentor the APAC Technical Support Engineer team, manage complex technical escalations, optimize support workflows, and ensure high standards for customer interactions.
Key Skills: Technical Support, DevOps, Cloud Systems, Observability, Monitoring Tools, Kubernetes, Docker, Incident Management, Customer Experience, Leadership, Team Development, Operational Efficiency, Data-Driven, Communication, Training, Continuous Improvement.

📝 Enhancement Note: This role requires a strong technical background in observability and cloud systems, along with exceptional leadership and coaching skills to drive team success and customer satisfaction.

💻 Primary Responsibilities

Leadership & Team Development: Lead and mentor the APAC TSE team to deliver high-quality support; track KPIs like CSAT, response, and resolution times; foster a collaborative, growth-oriented environment.
Technical Oversight & Escalation: Manage complex technical escalations, guide the team in troubleshooting, and ensure high standards for customer interactions.
Operational Efficiency: Optimize support workflows, implement tools and processes to boost team efficiency, and drive continuous improvement.
Customer Satisfaction: Maintain a professional, solution-oriented approach to customer interactions; work with TAMs, AMs, and Product teams to enhance the support experience.
Training & Enablement: Develop and implement onboarding and continuous learning programs to ensure team expertise and alignment with best practices.

📝 Enhancement Note: This role involves a significant amount of technical problem-solving, incident management, and customer interaction, requiring a well-rounded skill set and strong leadership capabilities.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Engineering, or a related field. Relevant work experience may be considered in lieu of a degree.

Experience: 8+ years in technical support, DevOps, or customer-facing engineering roles.

Required Skills:

Technical Expertise in Cloud DevOps: AWS (EC2, EKS, ECS, Lambda, CloudFormation), Azure, or GCP.
Experience with observability and monitoring tools such as Kibana, Grafana, Prometheus, Datadog, Splunk, or similar.
Hands-on knowledge of Kubernetes, Docker, and containerized troubleshooting.
Strong familiarity with ELK stack, regular expressions, Lucene, or PromQL is a big advantage.
Proven leadership experience in SaaS/B2B support, guiding global teams, managing incidents, and delivering exceptional customer experiences under pressure.
Data-driven and detail-oriented, with a strong grasp of KPIs and analytics to optimize performance, enhance processes, and drive product improvements.
Effective communicator with experience collaborating across technical and non-technical teams, including Product, Engineering, and Sales.

Preferred Skills:

Experience with observability and monitoring tools specific to Coralogix.
Familiarity with the Coralogix platform and its features.
Knowledge of additional programming languages or scripting skills.

📝 Enhancement Note: While the required skills list is comprehensive, candidates with a strong background in cloud DevOps and observability tools, along with exceptional leadership skills, are encouraged to apply.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate strong technical problem-solving skills through case studies or examples of complex technical issues resolved.
Showcase leadership and team management skills through previous team projects or mentoring experiences.
Highlight customer satisfaction and support experience through testimonials or performance metrics.

Technical Documentation:

Documented processes and workflows for incident management and troubleshooting.
Evidence of continuous learning and skill development in observability and cloud systems.
Examples of data-driven decision-making and process improvement initiatives.

📝 Enhancement Note: As this role involves leading a technical support team, candidates should emphasize their leadership, mentoring, and customer support skills in their portfolio, alongside their technical expertise.

💵 Compensation & Benefits

Salary Range: INR 2,000,000 - 2,500,000 per annum (Estimated based on industry standards for experienced DevOps engineers in Delhi)

Benefits:

Health, dental, and vision insurance.
Retirement plans and employee stock options.
Paid time off and flexible work arrangements.
Professional development opportunities and training.
Employee referral bonuses.

Working Hours: Full-time, with flexible working hours to accommodate customer support needs and time zones.

📝 Enhancement Note: The salary range is estimated based on market research for experienced DevOps engineers in Delhi, India. The actual salary may vary depending on the candidate's skills, experience, and negotiation.

🎯 Team & Company Context

🏢 Company Culture

Industry: Software as a Service (SaaS) - Observability and Monitoring.

Company Size: Medium (201-500 employees).

Founded: 2014.

Team Structure:

The APAC Technical Support team consists of 5-10 engineers, with the team lead reporting directly to the Global Head of Support.
The team works closely with Product, Engineering, and Sales teams to ensure customer satisfaction and drive product improvements.

Development Methodology:

Agile/Scrum methodologies for software development and incident management.
Regular team meetings and stand-ups to discuss progress, challenges, and priorities.
Continuous learning and improvement culture, with regular training and skill development opportunities.

Company Website: www.coralogix.com

📝 Enhancement Note: Coralogix fosters a collaborative, growth-oriented environment, with a strong focus on customer success and continuous improvement.

📈 Career & Growth Analysis

Web Technology Career Level: Senior Technical Support Engineer - Team Lead.

Reporting Structure: Reports directly to the Global Head of Support.

Technical Impact: Leads the APAC Technical Support team, driving technical escalations, incident management, and process improvements. Ensures high standards for customer interactions and enhances the support experience.

Growth Opportunities:

Technical growth: Deepen expertise in observability and cloud systems, with opportunities to specialize in specific areas or tools.
Leadership growth: Develop management and mentoring skills, with potential to lead larger teams or take on regional or global leadership roles.
Career progression: Transition into technical management, product management, or other strategic roles within the organization.

📝 Enhancement Note: This role offers significant growth opportunities for experienced technical support engineers looking to advance their careers in leadership and management.

🌐 Work Environment

Office Type: On-site, with a collaborative and modern workspace designed for technical teams.

Office Location(s): Delhi Cantonment, Delhi, India.

Workspace Context:

Collaborative workspace with dedicated areas for team meetings, brainstorming, and training.
Access to multiple monitors, testing devices, and development tools for troubleshooting and incident management.
Opportunities for cross-functional collaboration with Product, Engineering, and Sales teams.

Work Schedule: Full-time, with flexible working hours to accommodate customer support needs and time zones.

📝 Enhancement Note: The work environment at Coralogix is designed to foster collaboration, innovation, and continuous learning, with a strong focus on customer success.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief conversation to assess communication skills, cultural fit, and initial technical understanding (30 minutes).
Technical Deep Dive: A detailed discussion of the candidate's technical background, problem-solving skills, and experience with cloud DevOps and observability tools (60 minutes).
Case Study: A practical exercise involving a complex technical scenario, requiring the candidate to demonstrate their troubleshooting, incident management, and leadership skills (60 minutes).
Final Interview: A meeting with the Global Head of Support to discuss the candidate's fit for the role, team dynamics, and growth opportunities (30 minutes).

Portfolio Review Tips:

Highlight leadership and mentoring experiences, demonstrating the ability to guide technical teams and drive customer satisfaction.
Showcase strong problem-solving skills through case studies or examples of complex technical issues resolved.
Emphasize experience with cloud DevOps and observability tools, with a focus on hands-on knowledge and practical application.

Technical Challenge Preparation:

Brush up on cloud DevOps skills, with a focus on AWS, Azure, or GCP.
Review observability and monitoring tools, such as Kibana, Grafana, Prometheus, Datadog, or Splunk.
Familiarize yourself with Kubernetes, Docker, and containerized troubleshooting.
Prepare for incident management scenarios, demonstrating strong problem-solving skills and leadership capabilities.

ATS Keywords: (Organized by category)

Cloud Platforms: AWS, Azure, GCP, CloudFormation, EKS, ECS, Lambda.
Observability & Monitoring: Kibana, Grafana, Prometheus, Datadog, Splunk, ELK stack, regular expressions, Lucene, PromQL.
Containerization & Orchestration: Kubernetes, Docker, containerized troubleshooting.
Incident Management: Incident response, escalation, customer support, ticketing systems.
Leadership & Management: Team lead, mentoring, coaching, KPIs, analytics, process improvement.
Communication & Collaboration: Effective communication, stakeholder management, cross-functional teams, customer interaction.

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's technical expertise, leadership skills, and cultural fit, with a strong focus on problem-solving, incident management, and customer support.

🛠 Technology Stack & Web Infrastructure

Cloud Platforms:

AWS (EC2, EKS, ECS, Lambda, CloudFormation)
Azure
GCP

Observability & Monitoring Tools:

Kibana
Grafana
Prometheus
Datadog
Splunk
ELK stack

Containerization & Orchestration:

Kubernetes
Docker
Containerized troubleshooting

Incident Management Tools:

Jira Service Management (JSM)
Confluence
Other ticketing systems (e.g., Zendesk, Freshdesk)

Collaboration & Productivity Tools:

Slack
Microsoft Teams
Google Workspace (Gmail, Google Drive, Google Docs)
Zoom

📝 Enhancement Note: The technology stack for this role is focused on cloud DevOps, observability, and incident management, with a strong emphasis on hands-on knowledge and practical application.

👥 Team Culture & Values

Web Development Values:

Customer Success: Prioritize customer satisfaction and support experience.
Technical Excellence: Continuously improve technical skills and knowledge in cloud DevOps and observability.
Collaboration: Work effectively with cross-functional teams, including Product, Engineering, and Sales.
Innovation: Embrace a culture of continuous learning and improvement, driving process enhancements and product innovations.

Collaboration Style:

Cross-functional Integration: Collaborate with Product, Engineering, and Sales teams to ensure customer satisfaction and drive product improvements.
Code Review Culture: Regularly review and discuss technical solutions, troubleshooting approaches, and incident management strategies.
Knowledge Sharing: Share technical expertise and best practices with the team, fostering a collaborative and growth-oriented environment.

📝 Enhancement Note: The team culture at Coralogix is collaborative, innovative, and customer-focused, with a strong emphasis on continuous learning and improvement.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Complex Technical Escalations: Manage complex technical issues, requiring strong problem-solving skills and leadership capabilities.
Incident Management: Develop and optimize incident management processes, ensuring high standards for customer interactions and minimizing downtime.
Customer Expectations: Manage customer expectations, balancing technical complexity with clear and concise communication.
Emerging Technologies: Stay up-to-date with emerging cloud technologies and observability tools, driving continuous learning and improvement.

Learning & Development Opportunities:

Technical Skill Development: Deepen expertise in cloud DevOps and observability tools, with opportunities to specialize in specific areas or technologies.
Leadership & Management: Develop leadership and management skills, with opportunities to lead larger teams or take on regional or global leadership roles.
Product & Industry Knowledge: Gain a deep understanding of the Coralogix platform and its features, as well as the broader observability and monitoring market.

📝 Enhancement Note: This role presents significant technical challenges and growth opportunities for experienced technical support engineers looking to advance their careers in leadership and management.

💡 Interview Preparation

Technical Questions:

Cloud Platforms: Detailed questions on AWS, Azure, or GCP, focusing on specific services and use cases.
Observability & Monitoring: In-depth questions on Kibana, Grafana, Prometheus, Datadog, Splunk, or other relevant tools, with a focus on practical application and troubleshooting.
Incident Management: Scenario-based questions involving complex technical issues, requiring strong problem-solving skills and leadership capabilities.
Leadership & Management: Questions on team management, mentoring, coaching, KPIs, analytics, and process improvement.

Company & Culture Questions:

Company Knowledge: Questions on Coralogix's products, services, and market position, as well as the broader observability and monitoring market.
Team Dynamics: Questions on team structure, collaboration, and communication, with a focus on cross-functional integration and customer support.
Customer Satisfaction: Questions on customer expectations, support experience, and process improvement, with a focus on driving customer success.

Portfolio Presentation Strategy:

Leadership & Mentoring: Highlight leadership and mentoring experiences, demonstrating the ability to guide technical teams and drive customer satisfaction.
Problem-Solving: Showcase strong problem-solving skills through case studies or examples of complex technical issues resolved.
Technical Expertise: Emphasize experience with cloud DevOps and observability tools, with a focus on hands-on knowledge and practical application.

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's technical expertise, leadership skills, and cultural fit, with a strong focus on problem-solving, incident management, and customer support.

📌 Application Steps

To apply for this Technical Support Engineer - Team Lead (Observability Specialist) position:

Submit your application through the Coralogix careers page.
Customize your resume and portfolio to highlight your technical expertise, leadership skills, and customer support experience, with a focus on cloud DevOps and observability tools.
Prepare for the interview process by brushing up on your technical skills, reviewing the Coralogix platform and its features, and familiarizing yourself with the broader observability and monitoring market.
Research Coralogix's company culture, team dynamics, and customer support approach, ensuring a strong fit for your personal and professional goals.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Support Engineer - Team Lead (Observability Specialist)