Tech support lead engineer

Summary

Join Fever, a leading tech platform for culture and live entertainment, as a Tech Support Lead Engineer in Spain. You will be the first point of contact for platform incidents, diagnosing issues, determining root causes, and escalating when necessary. Collaborate with engineering, product, and QA teams to ensure smooth operations. This role involves handling incidents independently, improving documentation and support processes, leading incident management, training team members, and proposing preventive solutions. You will also automate tasks and provide technical guidance. The ideal candidate possesses experience in technical support, familiarity with monitoring and logging tools, and knowledge of APIs and client-server architecture. Fever offers a variety of benefits, including a relocation package, home office flexibility, a discount on Fever events, and professional development opportunities.

Requirements

• Experience in technical support or troubleshooting roles
• Familiarity with monitoring and logging tools (e.g., Datadog, Grafana, Kibana, ...)
• Knowledge of APIs, services, and client-server architecture
• Understanding of incident management, triage, and escalation
• Proficiency in English for clear communication

Responsibilities

• Learn the platform’s features, architecture, and configuration
• Shadow team members to understand incident handling and prioritization
• Take ownership of simple incidents with guidance
• Meet key teams—Engineering, Product, Data and Systems —to understand collaboration workflows
• Handle most incidents independently, using logs and monitoring tools
• Determine issue causes and escalate complex cases appropriately
• Improve internal documentation and support processes
• Assist users with technical issues
• Lead incident management and post-incident reviews
• Train and mentor new Tech Support members
• Improve the documentation and create a playbook
• Identify trends and propose preventive solutions
• Automate repetitive troubleshooting tasks
• Provide technical guidance to internal teams and customers
• Ensure proactive monitoring and improve issue resolution efficiency

Preferred Qualifications

• Linux/UNIX and scripting skills
• Experience with RESTful APIs and JSON
• Knowledge of AWS, Docker, Kubernetes
• Familiarity with ticketing tools (Jira, Zendesk) and SQL/NoSQL databases
• Experience working on agile methodology
• Event communication between services
• Handling services with more than 1000 request/second
• AWS, Docker and Kubernetes

Benefits

• 40% discount on all Fever events and experiences
• Home office friendly anywhere in Spain
• Relocation package for international candidates
• Responsibility from day one and professional and personal growth
• Great work environment with a young, international team of talented people to work with!
• Health insurance and other benefits such as Flexible remuneration with a 100% tax exemption through Cobee
• English Lessons
• Gympass Membership
• Possibility to receive in advance part of your salary by Payflow
• Attractive compensation package consisting of base salary and the potential to earn a significant bonus for top performance