This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Lead Product Support Engineer based in India.
As a Lead Product Support Engineer, you will play a critical role at the intersection of customer experience, technical problem-solving, and operational excellence. This position combines hands-on technical support with leadership responsibilities, offering the opportunity to drive complex issue resolution while mentoring a globally distributed support team. You will oversee high-priority incidents, improve support processes, and help shape the collaboration between human expertise and AI-driven support workflows. The role is ideal for a proactive professional who thrives in fast-paced SaaS environments and enjoys building scalable systems, improving customer outcomes, and influencing cross-functional teams. Working in a remote-first environment, you will have significant ownership and the ability to make a lasting impact on both customers and internal operations.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Lead Product Support Engineer based in India.
As a Lead Product Support Engineer, you will play a critical role at the intersection of customer experience, technical problem-solving, and operational excellence. This position combines hands-on technical support with leadership responsibilities, offering the opportunity to drive complex issue resolution while mentoring a globally distributed support team. You will oversee high-priority incidents, improve support processes, and help shape the collaboration between human expertise and AI-driven support workflows. The role is ideal for a proactive professional who thrives in fast-paced SaaS environments and enjoys building scalable systems, improving customer outcomes, and influencing cross-functional teams. Working in a remote-first environment, you will have significant ownership and the ability to make a lasting impact on both customers and internal operations.
Accountabilities:
- Lead and manage critical customer escalations, including P1 and P2 incidents, ensuring timely resolution, effective communication, and thorough post-incident reviews.
- Oversee support operations within a global follow-the-sun model, ensuring seamless shift transitions, queue health, and uninterrupted service coverage.
- Troubleshoot and resolve complex technical issues related to SaaS integrations, REST APIs, SSO protocols (SAML/OIDC), webhooks, application logs, and related technologies.
- Monitor and validate AI-assisted support resolutions, ensuring accuracy and identifying opportunities to improve automation, knowledge bases, and support workflows.
- Mentor and coach support engineers by developing documentation, runbooks, best practices, and guidance on effectively leveraging AI tools.
- Own SLA performance, prioritize workloads during high-demand periods, and communicate risks and trade-offs effectively to both customers and internal stakeholders.
- Design and implement support automations, macros, and AI-assisted processes that reduce ticket volumes and improve efficiency and customer satisfaction.
- Partner closely with Product and Engineering teams to identify recurring issues, improve product reliability, and represent customer feedback in decision-making processes.
- Drive continuous improvement initiatives focused on operational excellence, customer trust, and scalable support processes.
- Minimum of 6 years of experience in technical support, support engineering, or customer-facing technical roles within B2B SaaS environments.
- Proven experience leading complex escalations and managing critical incidents in high-growth technology organizations.
- Demonstrated experience in shift leadership, queue management, mentoring, or informal people leadership responsibilities.
- Strong technical expertise in REST APIs, SSO technologies (SAML and OIDC), webhooks, application logs, browser developer tools, and basic SQL.
- Hands-on experience working with AI-assisted support tools, including reviewing AI-generated outputs, identifying inaccuracies, and optimizing support workflows.
- Strong analytical and problem-solving capabilities, with a focus on identifying root causes and implementing long-term solutions.
- Experience with support platforms such as Zendesk, Intercom, Freshdesk, or similar customer support systems.
- Familiarity with support metrics, including CSAT, first response time (FRT), SLA adherence, and automation or AI deflection metrics.
- Experience designing automations, knowledge base workflows, or AI-assisted triage processes is highly desirable.
- Knowledge of security and compliance frameworks such as SOC 2, ISO 27001, HIPAA, or GDPR is considered an advantage.
- Excellent written and verbal communication skills, with the ability to work effectively in remote and asynchronous environments.
- Willingness to work rotating shifts within a global 24/7 support coverage model.
- Fully remote work environment with the flexibility to work from anywhere within India.
- Annual co-working allowance to support flexible working preferences.
- Professional development budget of USD 1,000 per year for learning and upskilling opportunities.
- Unlimited leave policy that promotes work-life balance and personal well-being.
- Comprehensive health insurance coverage up to INR 10 lakh.
- Accident insurance coverage up to INR 10 lakh and life insurance coverage equivalent to three times annual salary.
- One-time workspace setup allowance of INR 35,000 to create an optimal remote working environment.
- Opportunity to work in a fast-growing technology environment with significant ownership and career growth potential.
- Inclusive and collaborative remote culture that values initiative, continuous learning, and innovation.