> Markdown version of [/jobs/ext/1150734-support-manager](https://www.wearedevelopers.com/jobs/ext/1150734-support-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Support Manager - **Company:** HCL America Inc. - **Location:** Austin, TX, United States - **Experience:** Expert - **Salary:** $128,000.0 - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), Software as a Service, Databases, Software Debugging, Log Analysis, Node.Js, Redis, SQL Databases, WebSocket, ReactJS, AWS Lambda, AWS Fargate, React Native, Api Management - **Published:** July 2, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=1e2d58503e5414d7 ## About the Role Senior technical support or support engineering background on SaaS/event/webinar platforms. Totem / Informa Event and Webinar Platform - Job Description - Page 1* Ability to understand React web, React Native, Node/Express APIs, SQL/Aurora, Redis, AWS Lambda, ECS/Fargate and websocket symptoms at a practical diagnostic level. * Strong SQL reading/debugging, log analysis, API testing and incident-management discipline. * Clear written communication for customer-facing and engineering-facing updates. * Comfort working under live event pressure with incomplete information and time-sensitive customer impact. * Experience creating runbooks, support dashboards, escalation workflows and post-incident actions. ## Description * Own L3 triage for production incidents across web, mobile, API, websocket, worker, lambdas, video playback services, Redis, Aurora and third-party integrations. * Support live event and webinar operations including attendee access, agenda/session issues, registration, meetings, chat, stage/media problems, email delivery and integration failures. * Read logs, API payloads, database records, queue messages and dashboards to separate configuration issues from platform defects. * Coordinate incident response across US hours, including severity assessment, stakeholder communication, escalation to engineering and post-incident follow-up. * Create and maintain support playbooks for common event-day failures, release issues, sync problems, app-store/mobile release risks and customer-specific configuration questions. * Validate fixes and mitigations in staging/production-like contexts, and support controlled releases or rollbacks where appropriate. * Identify repeated support patterns and feed them into product, engineering, QA and infrastructure improvement backlogs. * Mentor support engineers in technical diagnosis, clear evidence gathering and concise escalation notes., 1. Lead And Manage The Support Team To Ensure High-Quality Service Delivery And Adherence To Processes. 2. Develop And Implement Strategic Plans To Align Support Operations With Business Goals. 3. Collaborate With Other Departments To Resolve Complex Technical Issues And Improve Support Processes. 4. Implement And Maintain Standard Operating Procedures For Support Operations. 5. Conduct Regular Performance Reviews And Provide Feedback To Team Members To Promote Professional Growth., * Influence architecture, delivery approach, quality standards and production readiness across squads or vendors. * Handle high complexity and high business impact, especially during event build-up, release windows and live event support. * Communicate clearly with engineering, QA, product, support and leadership, including trade-offs, risk, mitigation and sequencing. * Leave systems more understandable through documentation, runbooks, tests, observability and maintainable implementation patterns. * Reliable US-timezone technical escalation coverage and reduced time-to-diagnosis for live issues. * Actionable incident notes with evidence, impact, mitigation, owner and follow-up tasks. * Improved support runbooks for event-day operations, webinars, mobile releases, integrations and email/sync workflows. * Recurring issue reports that help engineering reduce support load over time. ## Related Videos - [Watch Tests Go Brrrr! : Getting Started with Cypress in ReactJS](https://www.wearedevelopers.com/videos/282-watch-tests-go-brrrr-getting-started-with-cypress-in-reactjs) - [Stop using Node.js like in 2020! What changed and what you can do today with Node.js](https://www.wearedevelopers.com/videos/100011-stop-using-node-js-like-in-2020-what-changed-and-what-you-can-do-today-with-node-js) - [Reducing LLM Calls with Vector Search Patterns - Raphael De Lio (Redis)](https://www.wearedevelopers.com/videos/1714-reducing-llm-calls-with-vector-search-patterns-raphael-de-lio-redis) - [Shipping Faster with Less: Render on Cloud Hosting, AI Workloads, and the Future of DevOps](https://www.wearedevelopers.com/videos/1894-shipping-faster-with-less-render-on-cloud-hosting-ai-workloads-and-the-future-of-devops) - [Stop Using Node.js Like It’s 2020! - Alfonso Graziano](https://www.wearedevelopers.com/videos/1863-stop-using-node-js-like-it-s-2020-alfonso-graziano) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) ## Related Articles - [Dev Digest 121 - AI goes offline](https://www.wearedevelopers.com/magazine/456-dev-digest-121-ai-goes-offline) - [React Developer Salary [2023]](https://www.wearedevelopers.com/magazine/198-react-developer-salary-2023) - [IT Webinars for Programmers to Stay Updated](https://www.wearedevelopers.com/magazine/351-it-webinars-for-programmers-to-stay-updated) - [Why Attend a Developer Event in 2026?](https://www.wearedevelopers.com/magazine/688-why-attend-a-developer-event-in-2026) - [Dev Digest 120 - Apple and peers](https://www.wearedevelopers.com/magazine/455-dev-digest-120-apple-and-peers) - [Dev Digest 132 - Binging WADFlix?](https://www.wearedevelopers.com/magazine/473-dev-digest-132-binging-wadflix)