Assistant Manager - Software Support

GreyOrange is looking for an Assistant Manager - Software Support to lead technical support operations for mission-critical warehouse automation and enterprise software platforms. This role ensures platform stability, drives incident resolution, manages customer escalations, and supports global, high-availability production environments in collaboration with Engineering, Product, and Customer Success teams.

Responsibilities:

• Technical Support and Incident Management: Lead troubleshooting for complex application/database issues, act as primary escalation point for critical outages, drive root-cause analysis (RCA), and maintain SLA compliance.
• Customer Success and Delivery: Oversee customer-facing support activities, manage incident communications, and implement proactive monitoring to minimise service disruptions.
• Operational Excellence: Support software deployments/upgrades, build operational documentation (SOPs/troubleshooting guides), track service metrics, and implement automation to improve support efficiency.
• Team Leadership: Mentor and onboard Software Support Engineers, establishing best practices for technical troubleshooting and customer communication.

Requirements:

• Experience: 5-8 years in Software/Application Support, Production Support, or Technical Operations.
• Education: Bachelor's degree in CS, IT, Engineering, or a related field.

Core Technical Skills:

• OS and Scripting: Strong Linux/Unix expertise; proficiency in Python and Shell scripting.
• Database and Systems: Advanced SQL debugging; experience with distributed enterprise platforms.
• Operations: Production support, incident response, monitoring/observability, and log analysis tools.
• Key Competencies: Excellent stakeholder communication, customer-centric mindset, analytical problem-solving, and adaptability to rotational shifts in a fast-paced environment.