Lead Support Engineer

Lead Support Engineer

Image

Skill Set : Java 11

Total Experience : 8.00 to 12.00 Years

No of Openings : 1

Job Post Date : 26/05/2026

Job Expiry Date : 27/06/2026

Domain : IT

Location : MALDEN [United States]

Job Reference No : 4077135

Job Summary

About the Role and Job:

Job Title: Lead Support Engineer

Location: Boston, MA (Onsite)

Years of Experience: 7 to 10 Years

We are seeking a Support Engineer Lead with strong expertise in Java applications and AWS cloud platforms, responsible for leading application and infrastructure support operations. The role requires direct onsite customer interaction, ownership of incident management, and ensuring high availability, reliability, and performance of systems. Please use the below details for the JD.

Key Responsibilities

8-10 years overall experience

Minimum 4-5 years in Application/Infra Support

Experience in customer-facing onsite roles preferred

Lead L2/L3 support for Java-based applications and AWS infrastructure

Coordinate across application, middleware, and infrastructure layers for issue resolution

Manage production support operations (24x7/on-call rotation)

Drive incident triaging, RCA, and resolution

Ensure adherence to SLA / KPI (MTTR, availability, uptime)

Perform post-incident reviews and preventive actions

Manage and troubleshoot AWS services (EC2, S3, Lambda, RDS)

Ensure scalability, reliability, and cost optimisation of cloud systems

Work on monitoring, logging, alerting tools (New Relic, CloudWatch, etc.)

Act as primary escalation points for customer incidents

Provide status updates, reporting, and technical explanations

Drive service reviews and continuous improvement initiatives

Implement automation for support processes / repetitive issues

Drive AIOps / predictive monitoring / observability improvements

Improve runbooks, SOPs, and knowledge base

Technical Skills

Strong Java application support (Spring, APIs, Microservices)

Hands-on AWS (EC2, Lambda, S3, RDS, CloudWatch)

Experience in Application + Infrastructure troubleshooting

Knowledge of Linux, networking basics, databases (SQL/NoSQL)

Exposure to monitoring, logging, ITSM tools (ServiceNow, JIRA)

Strong customer communication (onsite-offshore coordination)

DevOps / CI-CD exposure (Terraform, Jenkins, Git)

Ability to handle critical escalations

Team mentoring and stakeholder alignment

Analytical and problem-solving mindset

Salary:

Full-time: The pay range for this role is USD105,000 - USD120,000 per annum including any bonuses or variable pay. Tech Mahindra also offers benefits like medical, vision, dental, life, disability insurance and paid time off (including holidays, parental leave, and sick leave, as required by law). Ask our recruiters for more details on our Benefits package. The exact offer terms will depend on the skill level, educational qualifications, experience and location of the candidate

Contract: USD58/HR - USD66/HR

AI tools may assist in the recruitment process; however, all hiring decisions are made by the recruitment team based on a comprehensive evaluation of candidates."

Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin, or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions with or without reasonable accommodations. Reasonable accommodations also are available in the hiring process for applicants with disabilities. Candidates can request a reasonable accommodation by contacting the company ADA Coordinator at ....