Technical Support Lead (Linux / Cloud Infrastructure)
Description
About the role
Lead and manage the Technical Support team to ensure timely resolution of customer incidents, service requests, and escalations. Serve as the primary escalation point for complex technical issues related to Cloud Infrastructure, Linux Systems, Virtualization Platforms, and related services.
Key responsibilities
Monitor and maintain service availability, performance, system health, and operational stability across cloud environments
Troubleshoot and resolve issues related to Linux servers, cloud platforms, virtualization, storage systems, and network connectivity
Coordinate with Cloud Operations, System Engineering, Network Engineering, and Development teams to investigate and resolve service-impacting incidents
Manage incident response, root cause analysis (RCA), and problem management processes to minimize service disruptions
Develop, maintain, and improve operational procedures, knowledge bases, troubleshooting guides, and technical documentation
Monitor support KPIs, SLA compliance, ticket queues, and team performance to ensure high-quality customer support services
Provide coaching, technical guidance, and knowledge sharing to support team members
Support customer onboarding, migration activities, and post-deployment operational support
Work with monitoring and observability tools such as Zabbix, Grafana, PRTG, Prometheus, or related platforms
Participate in on-call rotations and major incident management when required
About you
Bachelor's degree in Computer Science, Information Technology, Computer Engineering, or related fields
At least 5 years of experience in Technical Support, System Administration, Cloud Operations, or Infrastructure Support
Minimum 3 years of experience leading or mentoring technical support teams
Strong experience with Linux administration (Ubuntu, CentOS, Rocky Linux, RedHat)
Experience supporting Cloud and Virtualization platforms such as OpenStack, VMware, Proxmox, Kubernetes, AWS, Azure, or Google Cloud
Strong troubleshooting skills across Linux, Cloud Infrastructure, Virtualization, Storage, and Networking
Experience with monitoring tools such as Zabbix, Grafana, Prometheus, PRTG, or similar solutions
Knowledge of TCP/IP, DNS, Load Balancer, VPN, Routing, Firewall, and Network Troubleshooting
Experience with ticketing systems such as Freshdesk, Jira, ServiceNow, Zendesk, or similar platforms
Strong analytical, communication, and customer service skills