Full Stack Tech Lead (L2)

Role Overview:

The Tech Lead is the most senior operational role on the support team and the primary point of escalation for all critical incidents. This is a hands-on role combining direct technical work with team coordination. The Tech Lead triages, assigns, and resolves the highest-complexity issues while ensuring overall queue health and SLA compliance. The role carries 24/7 on-call responsibility for P1/P2 critical incidents in rotation with the counterpart Tech Lead in the other timezone.

Responsibilities:

• Lead daily operations: ticket triage, assignment to L1/L2, escalation management
• Own P1/P2 critical incident response — acknowledge within 30 min, drive to resolution, conduct post-mortem
• Participate in Change Advisory Board (CAB), release planning, and post-deployment validation
• Conduct root cause analysis (RCA) for complex and recurring incidents
• Coordinate knowledge transfer from incumbent vendor, own team KB quality
• Perform code-level investigation and fix for highest-complexity issues
• Mentor Java+DevOps engineers and L1 support engineers
• Manage weekend release activities (several times per year)

Required Technical Skills:

• Java: SpringBoot, JBoss/WildFly, Java 6–17 — production debugging, log analysis, hotfix deployment
• Databases: Oracle 11g, MS SQL Server — query writing, execution plan analysis, stored procedures
• AWS: Lambda, RDS, DMS, S3, DynamoDB, Kinesis, CloudWatch, CloudTrail — incident investigation and configuration
• DevOps: GitLab CI/CD, Docker, Kubernetes — pipeline monitoring, deployment management
• Observability: Datadog — dashboards, alert configuration, log correlation
• ITSM: ServiceNow — incident, problem, and change management workflows
• OS: Linux — log analysis, service management, shell scripting

Experience:

5+ years in application support or software engineering with support responsibility. Prior experience as a tech lead or senior engineer in managed services is preferred.

On-Call Requirements:

• Covers P1 (Critical) and P2 (Serious) incidents outside business hours, including nights and weekends
• Rotation shared between Ukraine and Argentina Tech Leads — approximately every other week per person
• Required response: acknowledge within 30 minutes, active engagement within 1 hour
• Incidents outside business hours are infrequent (historical avg: ~2 P1/P2 per month) but contractually binding
• On-call compensation applies per company policy

Language:

• English — required (all tickets, escalations, client communication)
• Ukrainian (Ukraine position) or Spanish (Argentina position)