Lead Product support Engineer

**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. ## 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. - 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…