Lead Software Engineer - Application Support

About Us

Location- Hyderabad

Level - Lead Software Engineer - Ops

Department - Product R&D

Working Pattern - Work from Office

Benefits - Benefits at Ideagen

Salary - To be discussed at next stage

   As a Lead Software Engineer - Ops, you will play a critical role in establishing and leading our new Application Support capability. Acting as the technical bridge between Customer Support and Engineering, you will drive technical excellence, resolve complex production issues, and help build the standards, practices, and culture that will define this growing function.

This is a hands-on leadership role where you'll balance technical delivery, operational excellence, coaching, and AI-assisted engineering practices while working closely with Engineering, Product, and Support teams.

Responsibilities

• Lead the technical direction and delivery of the Application Support function.
• Build and establish scalable engineering practices, standards, and response processes for this new team.
• Act as the senior technical escalation point for complex production issues and critical incidents.
• Stay hands-on by troubleshooting, coding, reviewing code, and delivering safe, effective fixes.
• Partner closely with Customer Support to define and improve support-to-engineering handover processes.
• Coach and mentor Senior Software Engineers on technical decision-making, code quality, and AI-assisted engineering practices.
• Own squad delivery commitments, proactively identifying risks and ensuring reliable execution.
• Lead or contribute to technical design reviews and architectural discussions.
• Drive operational excellence through incident management, root cause analysis, automation, and continuous improvement initiatives.
• Leverage AI tools for incident analysis, code remediation, knowledge management, and engineering productivity while ensuring appropriate governance and human oversight.
• Represent your team's technical constraints, priorities, and capacity in planning discussions with Product and Engineering leadership.
• Promote knowledge sharing, documentation excellence, and sustainable operational practices.

Skills and Experience

• Should have 8-12 years of strong experience in software engineering with a proven track record in production support, platform operations, or application support environments.
• Excellent Python and SQL skills, including experience troubleshooting production systems and resolving complex technical issues.
• Experience leading technical direction for a squad while remaining actively hands-on in development and support activities.
• Strong debugging skills across applications, integrations, APIs, databases, and cloud-based environments.
• Knowledge of cloud platforms such as AWS or Azure, containers, CI/CD pipelines, source control (Git), and modern engineering practices.
• Experience working with observability and monitoring platforms such as Datadog, Grafana, Splunk, or CloudWatch.
• Strong understanding of incident management, root cause analysis, service restoration, and operational excellence.
• Experience reducing operational toil through automation and process improvement.
• Ability to coach and mentor engineers while raising technical standards across the team.
• Strong communication and stakeholder management skills with the ability to translate technical findings into business-friendly language.
• Experience adopting and promoting AI-assisted engineering practices and helping teams use AI tools effectively and responsibly.

About Ideagen

Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen, think of it as the silent teammate that's always working behind the scenes to help those people who make our lives safer and better. Everyday millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs.

What is next?

If your application meets the requirements for this role, our Talent Acquisition team will be in touch to guide you through the next steps.

To ensure a flexible and inclusive process, please let us know if you require any reasonable adjustments by contacting us at [email protected]. All matters will be treated with strict confidence.

At Ideagen, we value the importance of work-life balance and welcome candidates seeking flexible or part-time working arrangements. If this is something you are interested in, please let us know during the application process.

Enhance your career and make the world a safer place!