Technical Support Lead (Linux / Cloud Infrastructure)

About the role

Lead and manage the Technical Support team to ensure timely resolution of customer incidents, service requests, and escalations. Serve as the primary escalation point for complex technical issues related to Cloud Infrastructure, Linux Systems, Virtualization Platforms, and related services.

Key responsibilities

• Monitor and maintain service availability, performance, system health, and operational stability across cloud environments
• Troubleshoot and resolve issues related to Linux servers, cloud platforms, virtualization, storage systems, and network connectivity
• Coordinate with Cloud Operations, System Engineering, Network Engineering, and Development teams to investigate and resolve service-impacting incidents
• Manage incident response, root cause analysis (RCA), and problem management processes to minimize service disruptions
• Develop, maintain, and improve operational procedures, knowledge bases, troubleshooting guides, and technical documentation
• Monitor support KPIs, SLA compliance, ticket queues, and team performance to ensure high-quality customer support services
• Provide coaching, technical guidance, and knowledge sharing to support team members
• Support customer onboarding, migration activities, and post-deployment operational support
• Work with monitoring and observability tools such as Zabbix, Grafana, PRTG, Prometheus, or related platforms
• Participate in on-call rotations and major incident management when required

About you

• Bachelor's degree in Computer Science, Information Technology, Computer Engineering, or related fields
• At least 5 years of experience in Technical Support, System Administration, Cloud Operations, or Infrastructure Support
• Minimum 3 years of experience leading or mentoring technical support teams
• Strong experience with Linux administration (Ubuntu, CentOS, Rocky Linux, RedHat)
• Experience supporting Cloud and Virtualization platforms such as OpenStack, VMware, Proxmox, Kubernetes, AWS, Azure, or Google Cloud
• Strong troubleshooting skills across Linux, Cloud Infrastructure, Virtualization, Storage, and Networking
• Experience with monitoring tools such as Zabbix, Grafana, Prometheus, PRTG, or similar solutions
• Knowledge of TCP/IP, DNS, Load Balancer, VPN, Routing, Firewall, and Network Troubleshooting
• Experience with ticketing systems such as Freshdesk, Jira, ServiceNow, Zendesk, or similar platforms
• Strong analytical, communication, and customer service skills