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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.\nResponsibilities:\nTechnical 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.\nCustomer Success and Delivery: Oversee customer-facing support activities, manage incident communications, and implement proactive monitoring to minimise service disruptions.\nOperational Excellence: Support software deployments/upgrades, build operational documentation (SOPs/troubleshooting guides), track service metrics, and implement automation to improve support efficiency.\nTeam Leadership: Mentor and onboard Software Support Engineers, establishing best practices for technical troubleshooting and customer communication.\nRequirements:\nExperience: 5-8 years in Software/Application Support, Production Support, or Technical Operations.\nEducation: Bachelor's degree in CS, IT, Engineering, or a related field.\nCore Technical Skills:\nOS and Scripting: Strong Linux/Unix expertise; proficiency in Python and Shell scripting.\nDatabase and Systems: Advanced SQL debugging; experience with distributed enterprise platforms.\nOperations: Production support, incident response, monitoring/observability, and log analysis tools.\nKey Competencies: Excellent stakeholder communication, customer-centric mindset, analytical problem-solving, and adaptability to rotational shifts in a fast-paced environment.","description_format":"text","description_chars":1852,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Logistics & Warehouse Robotics","Robotic Software & Control Systems"],"lifecycle":[{"event":"open","at":"2026-10-15T10:27:39Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"Filed H-1B visas in the last two years","filings_12m":0,"filings_prev_12m":2,"green_card_filings_12m":0,"median_offered_wage_usd":null,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":38,"reasons":["seen:0","win:early"],"computed_at":"2026-10-16T05:31:43Z"},"pay":null,"html_url":"https://alion.io/job/greyorange-assistant-manager-software-support-2","json_url":"https://alion.io/job/greyorange-assistant-manager-software-support-2.json","meta":{"generated_at":"2026-10-16T05:31:43Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2931,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-17T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":176318},"rest":"https://alion.io/mcp/rest/get_company?id=176318"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgreyorange-assistant-manager-software-support-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fgreyorange-assistant-manager-software-support-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fgreyorange-assistant-manager-software-support-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/greyorange-assistant-manager-software-support-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgreyorange-assistant-manager-software-support-2"}]}