Assistant Manager - Software Support

Role overview

Assistant Manager - Software Support at GreyOrange

Technical Support & Incident Management Lead troubleshooting and resolution of complex application, database, and system-related issues.

You will work closely with Engineering, Product, Infrastructure, and Customer Success teams to deliver exceptional customer experience while maintaining operational excellence across global deployments.

Responsibilities

• Act as the primary escalation point for critical customer incidents and production issues.
• Drive root-cause analysis using logs, metrics, and system diagnostics.
• Coordinate cross-functional teams during high-priority incident management and service restoration activities.
• Ensure adherence to SLAs, operational processes, and support governance standards.
• Customer Success & Service Delivery Manage customer-facing technical support activities and ensure high customer satisfaction.
• Drive proactive monitoring and preventive maintenance initiatives to minimize service disruptions.
• Partner with Customer Success and Operations teams to improve customer experience.
• Provide regular updates and communication during critical incidents and escalations.
• Operational Excellence Support software deployments, upgrades, validations, and production rollouts.
• Develop and enhance SOPs, knowledge repositories, troubleshooting guides, and operational documentation.
• Monitor service performance metrics and identify opportunities for process improvement.
• Drive automation initiatives to improve support efficiency and reduce recurring issues.
• Team Leadership Mentor and guide Software Support Engineers and Senior Engineers.
• Promote best practices in troubleshooting, incident management, and customer communication.
• Support onboarding and technical development of team members.
• Requirements Technical Skills Strong expertise in Linux/Unix environments.
• Advanced SQL and database troubleshooting skills.
• Experience with Python, Shell scripting, or automation tools.
• Strong understanding of enterprise software applications and distributed systems.
• Familiarity with monitoring, observability, and log analysis tools.
• Experience managing production support and incident response processes.
• Qualifications Bachelor's degree in Engineering, Computer Science, IT, or related field. 8-11 years of experience in Software Support, Application Support, Production Support, or Technical Operations.
• Strong analytical, debugging, and problem-solving capabilities.
• Excellent customer-facing communication and stakeholder management skills.
• Experience working in rotational support environments.

Employment details

• Location: Gurugram - HQ

About the employer

• GreyOrange is seeking an Assistant Manager - Software Support to lead technical support operations for mission-critical warehouse automation and enterprise software platforms.

Additional role details

• This role will be responsible for ensuring platform stability, driving issue resolution, managing customer escalations, and supporting high-availability production environments.