Backend Developer

Role Overview:

We are seeking a Tech Lead (5–14 yrs experience) to design, build, and scale the technology

foundation for our Support Excellence function. This role sits at the intersection of engineering,

product, and operations ensuring that our internal teams and, eventually, our end users

experience seamless, efficient, and data-driven support.

You will lead a small but high-impact team of engineers, own the support tooling roadmap, and

implement solutions that handle ticket triage, data quality issues, automation, and integrations

with our healthcare SaaS platform.

This is a hands-on technical leadership role ideal for someone who thrives on solving

operational challenges through technology, building frameworks from scratch, and enabling

customer-facing and internal support teams to scale effectively.

Key Responsibilities

1. Build & Enhance Support Platform:

● Own the engineering roadmap for support tooling — ticketing systems, triage workflows,

knowledge bases, and automation bots.

● Design and implement scalable support frameworks, ensuring fast triage, data-driven

escalation, and high-quality resolution.

● Integrate support tooling with product backend, CMS, and analytics systems to enable

context-aware assistance.

2. Technical Leadership & Delivery:

● Lead a small team of engineers (SEs and SSEs), providing guidance on design, architecture,

and coding standards.

● Stay hands-on with coding and reviews while enabling the team to deliver high-quality,

maintainable solutions.

● Partner closely with Program Managers and Business Analysts to translate requirements

into technical execution.

3. Automation, Data & AI-Driven Support:

● Implement automation workflows (bots, routing, notifications) to reduce manual load and

optimize SLA adherence.

● Drive the adoption of AI/ML solutions for ticket classification, triage, and predictive

resolution.

● Build analytics dashboards to track support KPIs (FRT, TTR, resolution quality).

● Partner with Product Managers, Designers, and Engineers to ensure delivery fidelity.

● Restore transparency and speed between business stakeholders and tech teams.

4. Cross-functional Collaboration:

● Work with Product, QA, Customer Success, and Ops to ensure support needs are captured

early in the roadmap.

● Serve as the engineering voice in discussions on escalation flows, release readiness, and

customer-facing support enablement.

● Collaborate with content and ops teams to power self-service experiences (knowledge

bases, FAQs, in-app help).

5. Documentation & Knowledge Management:

● Maintain technical documentation for support tooling, workflows, and integrations.

● Contribute to knowledge bases (internal + external) alongside ops and content teams.

● Foster a documentation-first culture to enable faster onboarding and smoother

collaboration.

What We’re Looking For

Must-Have

● 5–7 years of experience in software engineering, with at least 2+ years in a senior/lead

role.

● Proven track record in building internal platforms, support tools, or automation systems.

● Strong technical skills: Python/Node/Java, SQL, cloud services (AWS/GCP), and integration

experience with ticketing/support platforms (e.g., Zendesk, Freshdesk, ServiceNow, Jira

Service Management).

● Experience leading small teams and owning delivery from design → build → release.

● Excellent problem-solving skills with a bias for execution in fast-paced environments.

Nice to Have

● Exposure to SaaS or healthcare platforms with multi-tenant architecture.

● Familiarity with AI/ML-driven support solutions (classification, prediction, NLP chatbots).

● Hands-on experience with support metrics and dashboards (CSAT, SLA adherence, TTR).

● Knowledge of documentation frameworks (Confluence, Notion, Git-based wikis).

Urgently Hiring Node.js Backend Developer for our IT company Logical Softtech, Indore(M.P)

Job Location : Indore ( work from Office)

Experience needed : minimum 6 months needed

******

1) Node.js Backend Developer must have expertise in developing database with mongo db, backend, admin panel , web services, rest api, crude operation.

2) Must have expertise in cloud hosting, maintaining all server-side network components, command prompt.

3) Extensive knowledge of JavaScript, web stacks, libraries, and frameworks.

4) Can work individually or in a team , immediate joiner

5) Any other MERN / MEAN /PHP framework knowledge will be added plus

*****

Architectural:

Design and implement a software architecture

Select a technology stack

Design and configure infrastructure

Select a development toolkit (IDE, etc.)

Design and implement a database design

Improve and optimise the application architecture

Ensure scalability of the application

Ensure scalability of the infrastructure

Explore new technologies and decide whether to implement them

Strategy, planning, and design:

• Take end-to-end ownership of the product, identify technology requirements, define the future product vision, create preliminary design concepts for add-on modules and shape overall technology and product roadmap by collaborating with the founders, business development, and marketing team.
• Ensure user oriented design is the primary approach to product development across multiple screens, based on user behaviour data and direct customer feedback.

Implementation and deployment:

• Manage Product Release, QA cycles, feature implementation and on time delivery through in-house team and vendors.
• Collaborate with team and customers to define use cases.
• Creation of wireframes/prototypes, site maps and user-flows for web and mobile platforms.

Operational management :

• Support marketing by implementing technical requirements for SEO/product analytics.
• Establish and supervise a quality assurance process, including integration & system testing.
• Rigorously monitor key performance metrics and coordinate with various teams to take corrective actions if needed.
• Establish and forecast ROI of features and succinctly articulate competitive advantage.
• Set-up data collection and analysis system in collaboration with CEO to track key performance.

metrics.

Strong fundamentals in computer science/engineering and algorithm design.

Practical knowledge of computer software algorithms in machine/deep learning, NLP, Computer Vision etc.

Personal Requirements:

• Min of 7+ years of Hands on experience in Web app development, payment gateways implementation, architecture design, product management, databases and UI/UX in consumer facing applications.
• Experience on projects involving engineering and algorithmic functions, machine learning, deep learning and artificial intelligence is very advantageous.
• Creative self-starter who is comfortable with both taking initiative and working in teams.
• Strong communication skills.
• Willingness to learn and utilise emerging technologies.
• Sincere passion to use disruptive technologies that can be globally significant