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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).

Relevant Experience

3 to 10 years

Job Description and Key Skills Required:

• Hands-on with any of the programming languages like NodeJS/ExpressJS, Python, Java, Php or any.
• Design and create efficient RESTful API endpoints for both internal and public consumption
• Strong understanding of database technologies such as MySQL, Postgress, Oracle , relational Database.
• Work closely with front end developers to understand required data model
• Comfortable deploying applications on AWS, and have a strong working knowledge of EC2, RDS and S3.
• Must understand overall system design, architecture , improve design and implement new processes.
• Strong understanding of sessions, cookies & local storage is must.
• Experience with in memory databases like redis basic, Memcache
• Independently think of solutions to complex requirements; possess exceptional logical skills.
• Analyse current products in development, including performance, scalability, diagnosis and troubleshooting.
• Work with the existing framework and evolve it by building reusable code & libraries
• Search and introduce new software related technologies, processes and tools.
• Bonus: You're fluent with React.
• Bonus: Interested in full-stack development.
• Bonus: Any experience of iOS/Android mobile development.
• Bonus: Experience with CI servers such as Jenkins, Travis or similar types
• Bonus: Experience with web server like Nginx

• Deliver features in an end-to-end manner: technical design, development, testing, deployment, and maintenance.
• Provide technical leadership and own specific areas of the platform.
• Work closely with Product Managers to translate product requirements to engineering specifications.
• Lead code review efforts and quality efforts in your area of ownership.
• Participate in product discussions, taking ownership and initiative.
• Work independently in a fast-paced environment.
• Mentored and guide junior engineers.

Must Haves:

• Minimum 2 years of working experience in Ruby on Rails/ Python/ Node.JS.
• Strong problem-solving skills, data structures, and algorithms.
• Excellent experience on databases like MySQL, PostgreSQL, etc.
• Familiarity with tools for code reviews, version control (GIT).
• A knack for writing clean, readable Ruby/ Python/Node.JS code.
• Experience in application server hosting and monitoring.
• Understanding of fundamental design principles behind a scalable application.

Nice to Have:

• Hands-on with search platforms (Solr, Elasticsearch, etc).
• Prior experience with microservices-based architecture/SOA/distributed systems.
• Able to implement automated testing platforms and unit tests.
• Experience with common AWS service EC2, RDS, S3, SES, etc.

Key Competencies:

• Building Effective Team
• Solving Problems Creatively
• Learning Agility
• Drive For Result

Key Responsibilities:
● Node.js Developer responsible for managing the interchange of data between the server and the users.
● Your primary focus will be the development of all server-side logic, definition and maintenance of the central database, and ensuring high performance and responsiveness to requests from the front-end.
● You will also be responsible for integrating the front-end elements built by your co-workers into the application. Therefore, a basic understanding of front-end technologies is necessary as well.
● Strong proficiency with JavaScript
● Knowledge of Node.js core and frameworks Express, StrongLoop, koa, hapi etc
● Understanding the nature of asynchronous programming and its quirks and workarounds
● Good understanding of server-side templating languages
● Good understanding of server-side CSS preprocessors
● Basic understanding of front-end technologies, such as HTML5, and CSS3
● Understanding accessibility and security compliance
● Integration of multiple data sources and databases into one system
● Understanding fundamental design principles behind a scalable application
● Understanding differences between multiple delivery platforms, such as mobile vs. desktop, and optimizing output to match the specific platform
● Creating database schemas that represent and support business processes
● Implementing automated testing platforms and unit tests
● Proficient understanding of code versioning tools, such as Git.

Technical Skills:
● Expert knowledge of key Web technologies as HTML5, CSS3,
● Expert in JavaScript / AJAX, NodeJS, React.
● Expert knowledge of OO Analysis and Design,
● Expert on Design Patterns and Frameworks as NodeJS, React.
● Knowledge of Agile methodologies (Scrum).
Soft Skills:
● Self-motivation to work independently and strong work ethic.
● Ability to work in a team, and adapt to new and evolving processes.
● Flexibility and adaptable
● Deep experience with Agile

The primary responsibilities include:

• Responsible for the overall software development lifecycle.
• Management and execution against project plans and delivery commitments
• Drive effective, mature Agile practices and continuous execution improvements within your teams.
• Manage stakeholder planning and communications ensuring key outcomes
• Recruit, coach, and mentor the best engineering and management talent
• Build, coach, and manage a strong team of engineers that set the standard and can up-level the overall talent of the extended organization.
• Provide a strong understanding of native mobile developer platforms and bring broad thought leadership to the next generation mobile developer experience.
• Anticipate and aggressively remove obstacles that slow down or prevent products and programs from delivering on product and program objectives.
• Balance urgent and effective action, commitment to excellence, and taking the initiative to resolve problems; holds internal stakeholders accountable where appropriate.

REQUIRED

• 8+ years of industry experience with 2+ years of senior leadership experience.
• Solid track record of over-achieving engineering and platform delivery and scaling targets in high volume, innovative and fast-paced high-pressure environment; proven results in delivery on platform product.
• Deep understanding of one or more of Java/Python/Scala. Ability to understand and critique the core library/language constructs with skilled knowledge on UI technologies like Angular 2+, React, D3.JS
• Working experience with Agile methodologies and durable team concepts.
• Knowledge in DevOps practices and tools.
• Knowledge in Cloud Technologies, CI/CD, Jenkins, Testing methodologies is preferred.
• Experience in server-side services using ElasticSearch, Kafka
• A strong track record of project delivery for large, cross-functional, projects and bringing in and growing engineering talent
• Excellent written and verbal communication skills with the ability to present complex technical information clearly and concisely to a variety of audiences.

Responsibilities:

Develop new user-facing features and behavior

Build reusable code and libraries for future use

Optimize applications for maximum speed and scalability.

Collaborate with other team members and stakeholders

Skills:

Proficiency with fundamental front end languages such as Photoshop, HTML5, CSS3, Bootstrap, and JavaScript.

Knowledge of WordPress frontend as well as backend. 

Familiarity with JavaScript frameworks such as Angular JS. Proficiency in server-side languages such as PHP.

Familiarity with database technology such as MySQL.