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 within a global 24/7 support coverage model. Benefits Fully remote work environment with the flexibility to work from anywhere within India. Annual co-working allowance to support flexible working preferences. Professional development budget of USD 1,000 per year for learning and upskilling opportunities. Unlimited leave policy that promotes work-life balance and personal well-being. Comprehensive health insurance coverage up to INR 10 lakh. Accident insurance coverage up to INR 10 lakh and life insurance coverage equivalent to three times annual salary. One-time workspace setup allowance of INR 35,000 to create an optimal remote working environment. Opportunity to work in a fast-growing technology environment with significant ownership and career growth potential. Inclusive and collaborative remote culture that values initiative, continuous learning, and innovation. How Solstice Analytics works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Solstice Analytics? Data Privacy Notice: By submitting your application, you acknowledge that Solstice Analytics will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. 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