Lead the Hyderabad AXIOM support team, acting as the final escalation point while driving incident management, tooling, and team development for an AI-driven cloud platform.

About the Company Oteemo is an industry-leading technology consulting firm at the forefront of AI-driven, cloud-native, enterprise DevSecOps transformation. We build intelligent, automated, secure systems for organizations tackling their toughest technical and business challenges. Our team pushes the boundaries of AI, generative AI, and agentic systems in production, not just in theory. We foster a dynamic, inclusive, and collaborative culture built on continuous learning, where your ideas shape real outcomes for clients.

Role Overview We are seeking an experienced Lead Support Engineer to build and lead the Hyderabad AXIOM support team. This role is about half hands-on and half leadership: you will act as the final technical escalation point in India, manage a team of four engineers, and partner closely with Engineering, Product, and Forward Deployed Engineers. You will own Severity 1 and 2 incidents end to end, drive customer communications, and ensure the platform's reliability for key accounts.

Key Responsibilities

• Hire, onboard, manage, and train a team of four engineers, running shift and on-call rotations.
• Own critical incidents (S1/S2) from detection to resolution, including customer communication and root cause summaries.
• Lead security-related incidents in coordination with the security team.
• Set up and maintain runbooks, knowledge base, support tooling, and lab environments.
• Report support KPIs and serve as senior contact for key accounts, feeding recurring issues back to Product and Engineering.

Tech Stack

• Cloud & Infrastructure: Kubernetes (Helm), AWS, Azure, GCP
• Data & AI: MongoDB, Redis, PostgreSQL with pgvector, Node.js logs, LLM APIs, RAG, vector stores, agent frameworks
• Identity & Security: SSO (Okta, Entra ID)
• Observability & Incident Management: Industry-standard tools for monitoring, alerting, and incident tracking
• Nice-to-have: MCP integrations, CKA/CKS certifications, ITIL framework

8–12 years in enterprise software support, SRE or platform engineering, including 2+ years leading engineers. Strong hands-on Kubernetes (Helm) and experience with AWS, Azure or GCP. Working knowledge of LLM APIs, RAG, vector stores and agent frameworks, plus MongoDB, Redis, PostgreSQL/pgvector and Node.js logs. Experience with SSO/identity (Okta, Entra ID), observability tools and enterprise incident management. Nice to have: regulated-industry support (BFSI, healthcare), MCP integrations, CKA/CKS or ITIL.

Work with recognized experts on cutting-edge projects blending cloud native architecture, extreme automation, and AI/ML at the core. Dynamic, inclusive, and collaborative culture built on continuous learning. Opportunity to shape real outcomes for clients.