Tech Support Lead Engineer

Hey there! We’re Fever , the world’s leading tech platform for culture and live entertainment. Our mission? To democratize access to culture and entertainment. With our proprietary cutting-edge technology and data-driven approach, we’re revolutionizing the way people engage with live entertainment. Every month, our platform inspires over 300 million people in +55 countries (and counting) to discover unforgettable experiences while also empowering event creators with our data and technology, helping them scale, innovate, and enhance their events to reach new audiences. Our results? We’ve teamed up with major industry leaders like Netflix, F.C. Barcelona, and Primavera Sound, presented international award-winning experiences, and are backed by several leading global investors! Impressive, right? To achieve our mission, we are looking for bar-raisers with a hands-on mindset who are eager to help shape the future of entertainment! Ready to be part of the experience? Now, let’s discuss this role and what you will do to help achieve Fever’s mission. Behind the user-friendly iOS and Android apps and webpage that work across the world is the engineering team. We are in charge of creating, developing, improving, and maintaining all Fever services so that more people can have an amazing experience. About the role Location: Spain What are we looking for: We are looking for a Tech Support Lead Engineer to be the first point of contact for platform incidents. Your main goal will be to diagnose issues, determine if they are bugs, failures, or misconfigurations, and escalate when necessary. You will work closely with engineering, product, and QA teams to ensure smooth operations.If you enjoy problem-solving, proactive troubleshooting, and working in a fast-paced environment, this role is for you. What would you do at Fever? On your first month in Fever: 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. After 3 months in Fever: 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. On your 6th month in Fever: 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. About you Must have skills: 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. Nice to have: 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. We use these technologies, so it would be a plus if you have experience in: Django/Flask PostgreSQL Redis Celery with RabbitMQ Experience working on agile methodology Event communication between services Handling services with more than 1000 request/second. AWS, Docker and Kubernetes Benefits & Perks Opportunity to have a real impact in a high-growth global category leader 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!