Lead Product Support Engineer
J
JobgetherB2B SaaS
Flexibility to work from anywhere within India, global 24/7 support coverage modelFull-TimeLead
Salary1,000,000 INR per year
Apply NowOpens the employer's application page
Job Details
- Experience
- Minimum of 6 years
- Required Skills
- SQLRESTful APIsTechnical supportSaaSZendesk
Requirements
- 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.
- 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.
- 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.
Responsibilities
- 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.
View Full Description & ApplyYou'll be redirected to the employer's site
