Netanya- Support - Senior/ Team Lead Support Engineer

Ready to build the future with AI?

At Genpact, we don't just keep up with technology—we set the pace. AI and digital innovation are redefining industries, and we're leading the charge. Genpact's AI Gigafactory, our industry-first accelerator, is an example of how we're scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies' most complex challenges.

If you want to turn a support team into a team of real developers — engineers who ship hotfixes, not just tickets — and be the calm, decisive owner when things are on fire, this is your moment.

Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions — we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

Inviting applications for the role of Tier 4 Team Leader

Build the practice — and the people — that turn support engineers into developers who ship real fixes.

Job Title

Team Leader, Tier 4

Location

Israel – Netanya

About the Role

As Team Leader of Tier 4, you will lead and grow our North-based team of support and software engineers, with a mandate to build something new: a Tier 4 practice capable of shipping real fixes, not just diagnosing problems and waiting on R&D to act.

The vision: your team starts by becoming workflow developers — using our workflow platform to build and ship fixes and configuration changes directly — and matures into engineers who can safely modify the platform's own codebase to deliver hotfixes. You'll design the training, guardrails, and career path that gets them there.

You will also own escalation management for critical, high-severity issues — acting as the single point of accountability who drives an active escalation to resolution, coordinates everyone who needs to be in the room, and keeps stakeholders informed until it's closed.

As the practice grows, you'll take on leading a broader team of developers — a new practice we're building inside Support — working in close, constant partnership with R&D and Cloud.

Key Responsibilities

Team Leadership & People Growth

• Lead, mentor, and manage junior support and software engineers, providing day-to-day technical guidance on troubleshooting and root cause analysis.
• Build individual growth paths that take engineers from junior support roles to L4 problem-owners, to workflow developers, to platform code contributors.
• Identify skill gaps and design the training curriculum for each stage of that progression.

Building the L4 & Hotfix Practice

• Give L4 an explicit mandate: own the Known Error Database, run regular root-cause analysis on recurring issues, and hold Engineering accountable for closing issues only when the root cause — not just the symptom — is eliminated.
• Stand up the first stage of hands-on delivery: your engineers building and shipping fixes as workflow developers on our existing platform tooling.
• Grow the practice toward its second stage: engineers safely contributing hotfixes directly to the platform codebase, with proper code review, testing, and release discipline.
• Define and formalize the criteria for what Support resolves and ships itself versus what still requires escalation to R&D, replacing today's default-to-Engineering pattern.
• Partner with R&D and Cloud to define the guardrails a support-driven hotfix needs — code review standards, CI/CD gates, risk scoring, and rollback paths — so speed doesn't come at the cost of safety.

Escalation Management

• Act as escalation manager for critical and high-severity issues: own the active escalation end-to-end rather than handing it off once it's diagnosed.
• Serve as the central point of contact during major incidents, pulling in the right people from Support, R&D, Cloud, and Product, and driving them toward resolution.
• Run or facilitate escalation bridges/war-rooms, setting cadence, assigning next steps, and making sure no critical issue sits without a clear owner.
• Own timely, clear communication to leadership and stakeholders for the life of an escalation, including status updates and a post-incident summary.
• Track escalations against SLAs/SLOs and hold the cross-functional process accountable, escalating further up the chain when progress stalls.
• Drive post-incident reviews and make sure resulting action items are actually completed, feeding back into the root-cause and hotfix practice above rather than being tracked separately.
• Continuously refine the escalation process itself — criteria, routing, and communication templates — based on what each major incident teaches you.

Operational Ownership

• Ensure high-quality documentation of fixes, incidents, and root causes, feeding the team's own knowledge base and future automation.
• Track and report metrics such as hotfixes shipped by the team, recurring incidents closed via root cause versus workaround, and engineer progression through the practice stages.

Cross-Functional Collaboration

• Work closely with R&D and Cloud on access, code standards, and release processes as your team takes on more direct development responsibility.
• Provide clear, regular updates to leadership on team growth, delivery, and risk.

Recruitment & Team Growth

• Participate in hiring for the junior support/software engineers that feed this practice.
• As the practice matures, grow into leading a broader team of developers within the support organization.

Qualifications We Seek in You

Required Qualifications

• Proven experience leading or acting as a senior/lead member of a technical support or engineering team.
• Strong root cause analysis and troubleshooting background across application, data, and platform layers.
• Real coding ability — comfortable reading and writing production code, not only scripts — with the appetite to grow a team into that same capability.
• Experience managing or coordinating critical incidents or major escalations across multiple teams under time pressure.
• Experience with version control and CI/CD practices (git, Azure DevOps, or similar).
• Strong SQL skills.
• Strong people-leadership and mentoring skills, including experience building training or growth programs.
• Excellent English communication skills (written and verbal).

Preferred Qualifications / Skills

• Experience with workflow/orchestration or low-code platforms.
• Experience contributing to or reviewing changes in a live production codebase.
• Exposure to Azure, Kubernetes/Docker, ServiceNow, or similar enterprise tooling.
• Experience building a new practice or capability from scratch within an existing team.
• Experience with ASP.NET, C#, React, and client-side code.
• Formal training or certification in incident/major escalation management.

Personal Qualities

If you relate to the following, then let's talk:

• I want to turn a support team into a development team, not just keep it running.
• I'm a patient teacher who enjoys growing junior engineers into real developers.
• I'm comfortable defining a practice that doesn't fully exist yet.
• I care about eliminating root causes, not just shipping faster workarounds.
• I stay calm and clear-headed when things are on fire, and I know how to keep a room full of stakeholders moving toward resolution.
• I like working closely with R&D and Cloud, not in a silo.

Why Join Genpact?

• Build a new practice — create the discipline that turns support engineers into real developers
• Lead and grow — mentor a team through a real capability jump, then grow into leading a broader development team
• Ship real fixes — see your team's work go from "ticket resolved" to "code shipped"
• Own the moments that matter — be the person trusted to run the room when a critical issue needs to get fixed, fast
• Accelerate your career — gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills
• Committed to ethical AI — work in an environment where governance, transparency, and security are at the core of everything we build
• Thrive in a values-driven culture — our courage, curiosity, and incisiveness — built on a foundation of integrity and inclusion — allow your ideas to fuel progress

Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.

Let's build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.

Requirements

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