Lead Product support Engineer

📋 Description

• Own escalations end-to-end for P1/P2 incidents.
• Lead triage, cross-functional coord, and customer comms.
• Maintain 24/7 follow-the-sun coverage; ensure no gaps.
• Root-cause AI/bot resolutions; fix KB gaps.
• Coach and mentor teammates; build runbooks/docs.
• Own queue health and SLA outcomes; communicate trade-offs.

🎯 Requirements

• 6+ years in technical support or support engineering at a B2B SaaS.
• Owned escalations and led P1/P2 incident response.
• Led a shift or mentored peers; queue coordination.
• REST APIs, SSO (SAML/OIDC), webhooks, logs, SQL, and browser dev tools.
• Daily use of AI-assisted support tools; review outputs.
• Willing to work rotating shifts in a 24/7 global model.

🎁 Benefits

• 100% remote work – work anywhere.
• Co-working allowance – on the house.
• USD 1,000 annual learning stipend.
• Unlimited leave to reset when needed.
• Health ins up to INR 10L; accident 10L; life 3x salary.
• Workspace setup allowance INR 35,000.