Digital Support – Java & Golang | AWS Cloud

The Digital Support Lead at Synechron will lead a team maintaining and troubleshooting Golang and Java applications and APIs, ensuring seamless operation of digital infrastructure. This role involves delivering technical support, enhancing customer satisfaction, and bridging communication between technical teams and clients. The Lead will drive continuous improvement in support processes, issue resolution, and service quality to meet business objectives.

Must Have

• Lead and mentor the digital support engineering team.
• Act as the primary escalation point for complex technical issues.
• Analyze, troubleshoot, and resolve issues relating to APIs, AWS services, and broader digital infrastructure.
• Develop, maintain, and enhance troubleshooting guides, best practices, and support documentation.
• Foster collaboration among product development, engineering, DevOps, and support teams.
• Communicate proactively with customers to understand their needs, update on issues, and gather feedback for service improvement.
• Monitor key performance indicators (KPIs) and report insights to senior management.
• Identify inefficiencies within the support process and implement enhancements.
• Provide ongoing training, mentoring, and capacity building for team members.
• Lead cross-functional meetings to align support and product development initiatives.
• Minimum of 10 years of experience in technical support, application support, or related roles.
• At least 2 years in a leadership or team lead capacity.
• Proven hands-on experience troubleshooting APIs, cloud environments, and supporting complex applications in production.
• Experience working with Java and Golang-based applications and microservices architecture.

Good to Have

• Containerization platforms (Docker, Kubernetes)
• Infrastructure as Code tools (Terraform)
• Configuration Management (Ansible)
• Additional programming languages such as Python for scripting support automation.
• Azure or Google Cloud experience
• Previous experience supporting digital infrastructure within financial services, technology firms, or similar industries.
• Certifications such as AWS Certified Solutions Architect, Java Developer certification, or relevant tech certifications.

Job Summary

The Digital Support Lead at Synechron will oversee the digital support engineering team responsible for maintaining and troubleshooting applications and APIs developed primarily in Golang and Java. This role is vital in ensuring the seamless operation of our digital infrastructure, delivering exceptional technical support, and enhancing customer satisfaction. The Lead will serve as a key communication bridge among technical teams and clients, driving continuous improvement in support processes, issue resolution, and service quality to support the organization’s business objectives.

Software Requirements

Required Software Skills:

• Java with Golang or Java with React Js.
• AWS
• Support Ticketing Systems (e.g., Jira, ServiceNow)
• APIs & Web Services Tools (Postman, Swagger)
• AWS Management Console & CLI (version 2+)
• Version Control (Git, including branching and merging practices)

Preferred Software Skills:

• Containerization platforms (Docker, Kubernetes)
• Infrastructure as Code tools (Terraform)
• Configuration Management (Ansible)
• Additional programming languages such as Python for scripting support automation.

Overall Responsibilities

• Lead and mentor the digital support engineering team to deliver efficient and effective technical support for applications and APIs.
• Act as the primary escalation point for complex technical issues, ensuring timely resolution.
• Analyze, troubleshoot, and resolve issues relating to APIs, AWS services, and broader digital infrastructure.
• Develop, maintain, and enhance troubleshooting guides, best practices, and support documentation.
• Foster collaboration among product development, engineering, DevOps, and support teams to facilitate prompt issue resolution.
• Communicate proactively with customers to understand their needs, update on issues, and gather feedback for service improvement.
• Monitor key performance indicators (KPIs) such as resolution time, customer satisfaction scores, and support ticket volume, reporting insights to senior management.
• Identify inefficiencies within the support process and implement enhancements to improve workflow and service quality.
• Provide ongoing training, mentoring, and capacity building for team members to maintain high technical competence.
• Lead cross-functional meetings to align support and product development initiatives.

Technical Skills (By Category)

Cloud Technologies:

• Required: AWS cloud platform (EC2, S3, Lambda, RDS, CloudWatch)
• Preferred: Azure or Google Cloud experience

Frameworks and Libraries:

• Familiarity with RESTful API development frameworks in Java and Go, such as Spring Boot or Go kit

Experience Requirements

• Minimum of 10 years of experience in technical support, application support, or related roles with at least 2 years in a leadership or team lead capacity
• Proven hands-on experience troubleshooting APIs, cloud environments, and supporting complex applications in production
• Experience working with Java and Golang-based applications and microservices architecture
• Previous experience supporting digital infrastructure within financial services, technology firms, or similar industries is preferred
• Alternative pathways: Extensive troubleshooting and support background with equivalent technical certifications or hands-on project experience.

Day-to-Day Activities

• Monitor support tickets and respond promptly to ongoing issues or escalations
• Conduct daily stand-ups with support engineers to coordinate activities and share updates
• Perform root cause analysis of persistent or complex issues and drive resolution strategies
• Collaborate with development and DevOps teams to implement fixes and enhancements
• Develop and update troubleshooting guides and support documentation
• Engage with customers directly for support updates and feedback collection
• Lead training sessions, workshops, or knowledge-sharing initiatives for the support team
• Review support metrics and prepare reports for management
• Participate in regular cross-functional meetings to align on product development and support priorities

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field; relevant professional experience may be considered as an alternative
• Certifications such as AWS Certified Solutions Architect, Java Developer certification, or relevant tech certifications are desirable
• Commitment to continuous learning and professional development in relevant technical areas.

Professional Competencies

• Strong analytical, problem-solving, and troubleshooting skills
• Leadership ability to motivate, mentor, and develop team members
• Excellent communication skills for effective stakeholder engagement and customer interaction
• Ability to manage multiple priorities, adapt to evolving technologies, and make decisions under pressure
• Creative thinking to innovate support processes and improve service delivery
• Time management skills to prioritize tasks effectively in a dynamic environment