Lead Product Support Engineer

This is a fully remote position, open to applicants in India.

📋 Description

• Take ownership of every escalation from beginning to end. P1/P2 incidents are not just passed along; they are managed entirely by you. You'll lead the triage process, facilitate cross-functional collaboration, handle customer communications, and conduct post-incident reviews for cases that AI couldn't resolve or got incorrect.

• Ensure continuous operations during your shift, regardless of the circumstances. You'll manage shifts within a global 24/7 follow-the-sun model, ensuring smooth transitions, consistent coverage, and healthy queues across different regions. Everything remains on track under your supervision.

• Tackle the toughest technical issues that others struggle with. The most challenging tickets — such as SaaS integrations, REST APIs, SSO (SAML/OIDC), and webhooks — will be directed to you. You will focus on identifying the root cause rather than just providing temporary solutions.

• Hold the AI to high standards. Conduct spot checks on AI and bot-generated resolutions for accuracy, particularly in areas concerning pricing, security posture, or compliance claims. Determine which cases require human intervention. Transform every error into a corrective entry in the knowledge base or macro to prevent future occurrences.

• Enhance the skills of your team members. Mentor and elevate support engineers through direct guidance, runbooks, and documentation — including best practices for collaborating with AI: knowing when to trust a draft, when to override it, and how to identify confidently incorrect answers.

• Manage the health of the queue and meet SLA targets. Make prioritization decisions under pressure, oversee SLA risks across both AI and human-managed queues, and clearly communicate any trade-offs to customers and team members.

• Systematically decrease the volume of tickets. Develop macros, automations, and AI-assisted workflows that significantly reduce ticket volume and enhance response quality — moving beyond merely quick fixes.

• Close the feedback loop with Product and Engineering. Identify patterns, highlight gaps in AI or knowledge base coverage, and advocate for the customer's perspective in escalations. Ensure that recurring issues are resolved rather than just managed.

⛳️ Requirements

• A minimum of 6 years in technical support or support engineering within a B2B SaaS organization, demonstrating a clear trajectory towards a senior or lead position.

• Proven hands-on experience in managing escalations and leading P1/P2 incident responses.

• Experience in leading a shift, mentoring colleagues, or coordinating queues — either in a formal or informal capacity.

• Proficiency with REST APIs, SSO (SAML/OIDC), webhooks, application logs, basic SQL, and browser development tools.

• Daily operational experience with AI-assisted support tools — evaluating outputs, identifying errors, and refining the inputs behind them rather than simply accepting AI-generated results.

• Willingness and capability to work rotating shifts within a 24/7 global coverage framework.

• Preferred qualifications include:

• Familiarity with SOC 2, ISO 27001, HIPAA, or GDPR in a product or customer-facing environment.

• Experience with Zendesk, Intercom, or Freshdesk and accountability for metrics such as CSAT, FRT, SLA adherence, and AI deflection rate.

• Proven track record of building automations, knowledge base deflection workflows, or designing AI-assisted triage processes from the ground up.

• Experience operating in a remote-first, asynchronous, distributed team environment.

🏝️ Benefits

• Work from anywhere you choose — fully remote; whether it's your home, a café, the hills, or the beach.

• Co-working expenses covered — generous annual allowance if that's your preference.

• We value your growth — an annual budget of USD 1,000 to enhance your skills.

• Your well-being matters — unlimited leave to recharge when you need it.

• Comprehensive safety net — health insurance coverage up to INR 10L, accident coverage of INR 10L, and life insurance equating to 3x your annual salary.

• Create the workspace of your dreams — INR 35,000 to design a setup that works for you.