Lead Product Support Engineer

Description

As a Support Lead, you will be responsible for providing expert troubleshooting and team mentoring role for the product support team within Sureify's Customer Support function. This role will ensure the smooth and effective delivery of support to Sureify customers by leveraging your technical expertise and customer-centric approach.

Responsibilities:

• Troubleshoot complex and technical production software application issues. If necessary escalate to the appropriate teams and serve as the primary escalation point for critical issues. About 60-70% of responsibilities of this role requires ability to troubleshoot complex Saas applications.
• Continuously improve existing support processes and workflows to enhance efficiency and customer satisfaction.
• Lead and triage bug-fixing efforts with the development team.

Requirements

• Experience in customer support, preferably for a SaaS product.

• STRONG & EXCELLENT

  communication and

  problem-solving skills

  .
• Familiarity in monitoring, observability tools like Newrelic that helps troubleshoot application and infrastructure issues by providing real-time performance data and insights.

Qualifications:

• 5+ years of experience in a software support role, especially in production environments, with at least 2 years of experience in a lead or supervisory capacity.
• Proven experience in resolving complex support issues and managing escalations.
• Strong understanding of support case handling, Root Cause Analysis (RCA), and Service Level Agreements (SLAs).
• Excellent written and verbal communication, interpersonal, and presentation skills.

Technical Skills:

• Experience with developing SQLs for troubleshooting.
• Experience with troubleshooting PHP, APIs, Data issues, Go Lang, React, Android/iOS development.
• Familiarity with New Relic, Splunk, Cloudflare and other logging tools.
• Knowledge of cloud platforms (AWS), End to end knowledge of data flow in a modern web application.

Benefits:

• Competitive Salary & Benefits Package
• Medical and Accidental Insurance
• Professional Development Opportunities
• Collaborative and Supportive Team Environment
• Opportunities to work with cutting-edge technologies

Sureify is an equal opportunity employer and enthusiastically encourages people from a
wide variety of backgrounds and experiences to apply.