Assistant Manager - Software Support

GreyOrange is seeking an experienced Assistant Manager - Software Support to lead technical support operations for mission-critical warehouse automation solutions and enterprise software platforms. This role is responsible for ensuring platform stability, driving incident resolution, managing customer escalations, and maintaining high availability across global production environments. The ideal candidate will collaborate closely with Engineering, Product, Infrastructure, Customer Success, and Operations teams to deliver an exceptional customer experience while ensuring operational excellence.

The candidate will have responsibilities across the following functions:

Technical Support and Incident Management:

• Lead troubleshooting and resolution of complex application, database, and production issues.
• Act as the primary escalation point for critical customer incidents.
• Perform Root Cause Analysis (RCA) using logs, system diagnostics, and monitoring tools.
• Coordinate cross-functional teams during high-priority incidents and service restoration.
• Ensure adherence to SLAs, incident management processes, and operational governance.

Customer Success and Service Delivery:

• Manage customer-facing technical support activities for enterprise software platforms.
• Drive proactive monitoring and preventive maintenance initiatives.
• Collaborate with Customer Success and Operations teams to enhance customer experience.
• Provide timely communication and status updates during critical incidents and escalations.

Operational Excellence:

• Support software deployments, production releases, upgrades, and validations.
• Develop and maintain SOPs, troubleshooting guides, knowledge base articles, and operational documentation.
• Monitor service health, system performance, and operational KPIs.
• Identify recurring issues and implement automation to improve support efficiency.

Team Leadership:

• Mentor and guide Software Support Engineers and Senior Support Engineers.
• Promote best practices in troubleshooting, incident management, and customer communication.
• Support onboarding, technical coaching, and skill development of team members.

Requirements:

• Strong expertise in Linux/Unix environments.
• Advanced knowledge of SQL and database troubleshooting.
• Hands-on experience with Python, Shell Scripting, or automation tools.
• Strong understanding of enterprise software applications and distributed systems.
• Experience with monitoring, observability, and log analysis tools.
• Experience managing production support, incident response, and service restoration.
• Strong debugging and root cause analysis skills.
• Familiarity with ITIL-based support processes and SLA management.

Required Qualifications:

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• 8-11 years of experience in: Software Support, Application Support, Production Support, Technical Operations.
• Excellent analytical, troubleshooting, and problem-solving skills.
• Strong customer-facing communication and stakeholder management abilities.
• Experience working in rotational/on-call production support environments.

Preferred Skills:

• Experience supporting enterprise SaaS or warehouse automation platforms.
• Exposure to cloud platforms (AWS, Azure, or GCP).
• Familiarity with monitoring tools such as Grafana, Prometheus, ELK, Splunk, Datadog, or similar.
• Knowledge of DevOps practices and CI/CD pipelines.
• Experience working in Agile/Scrum environments.

Soft Skills:

• Strong leadership and mentoring abilities.
• Excellent communication and stakeholder management.
• Ability to manage multiple priorities in high-pressure production environments.
• Customer-first mindset with strong ownership and accountability.
• Excellent collaboration and cross-functional coordination skills.