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 quick-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

📌 Lead Product support Engineer (India)
🏢 Jobgether
📍 India