Lead Product Support Engineer
S
SprintoB2B SaaS
Remote (India), 24/7 global coverage modelFull-TimeLead
Salary not disclosed
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Job Details
- Experience
- 6+ years
- Required Skills
- SQLRESTful APIsSaaSZendesk
Requirements
- 6+ years in technical support or support engineering at a B2B SaaS company.
- Demonstrated progression toward a senior or lead role.
- Hands-on experience owning escalations and leading P1/P2 incident response.
- Experience leading shifts, mentoring peers, or coordinating support queues.
- Proficiency in REST APIs, SSO (SAML/OIDC), webhooks, application logs, basic SQL, and browser dev tools.
- Daily working experience with AI-assisted support tools.
- Ability to work rotating shifts in a 24/7 global coverage model.
- Familiarity with compliance standards like SOC 2, ISO 27001, HIPAA, or GDPR is a plus.
- Experience with support platforms like Zendesk, Intercom, or Freshdesk.
- Ability to build automations or AI-assisted triage flows is preferred.
Responsibilities
- Lead triage and resolve P1/P2 escalations through cross-functional coordination and incident review.
- Manage global 24/7 follow-the-sun shift operations to ensure uninterrupted coverage and healthy queues.
- Solve complex technical issues including SaaS integrations, REST APIs, SSO (SAML/OIDC), and webhooks.
- Evaluate AI-generated responses for accuracy and update knowledge bases or macros to improve AI performance.
- Mentor support engineers and provide guidance on working effectively with AI tools.
- Oversee queue health and manage SLA outcomes under varying loads.
- Develop automation and AI-assisted workflows to reduce ticket volume and improve response quality.
- Represent the customer voice to Product and Engineering to drive systemic fixes.
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