Lead Support Engineer

A business unit of Cloud Software Group, ibi is a global leader in data and analytics. Our software platform empowers organizations to transform industries and make informed, data-driven decisions. We are committed to identifying the best solutions for our clients and providing award-winning customer service. We are seeking a dynamic and highly experienced professional to step into a Lead Gold Support Account Manager (ASM) role, managing our most complex and strategically critical Gold-tier accounts.

This is a remote position based in India.

The Leadership Role

The Lead Gold Support Account Manager is a senior, dedicated technical advocate and strategic relationship owner for a select portfolio of ibi's most complex and high-value Gold customers. This role ensures the highest level of technical service delivery excellence and acts as a mentor and escalation point for the broader ASM team. You will proactively drive maximum customer satisfaction, ensure the continuous and successful usage of the ibi product stack (focusing on WebFOCUS), and serve as a crucial liaison between the customer and internal teams (Sales, Product Engineering, Renewals). This role demands strategic account planning, process ownership, and a proven ability to guarantee the annual retention and expansion of the customer's investment.

Reports to: Support Manager

Key Responsibilities and Strategic Duties

Account Strategy & Critical Escalation Management

• Lead the strategic technical relationship for a select group of ibi's highest-tier and most complex Gold accounts, setting the standard for proactive service delivery.
• Act as the definitive single point of accountability for all technical support escalations and service delivery for assigned accounts, driving issues with executive-level urgency and professionalism.
• Own and execute the established escalation protocol for all high-severity cases (Severity 1/P1) for the assigned portfolio, leading all internal and external communication until definitive resolution.
• Serve as the internal escalation consultant for junior ASMs, advising on best practices for managing politically sensitive or technically challenging customer situations.

Technical Leadership & Value Realization

• Provide and coordinate expert-level (L3) support for issues spanning WebFOCUS and the broader ibi product portfolio, demonstrating deep expertise in complex data, analytics, and integration environments.
• Drive Value Realization and Retention by proactively guiding customers in the adoption of recent software releases through strategic services such as upgrade planning/guidance, Health Checks, and application assessments to modernize customer applications.
• Proactively facilitate and lead recurring Technical Review Meetings (TRMs) with senior customer stakeholders to review open cases, prioritize technical issues, and provide deep-dive discussions on platform roadmaps and technical strategy.
• Champion the customer's technical needs with the Product Engineering/R&D divisions, managing the lifecycle of product software anomalies (defects) and product enhancements (NFRs) to ensure timely progression and delivery.

Process Improvement & Team Mentorship

• Oversee and mentor L1/L2 teams to ensure the successful progression of all assigned account cases, setting efficiency and quality benchmarks for case resolution.
• Identify and recommend improvements to the Gold Support processes, tools, and documentation based on recurring challenges and best practices observed in the most complex accounts.
• Develop and deliver training sessions for new and existing ASMs on advanced account management techniques, high-stakes communication, and technical advocacy strategies.
• Cultivate robust cross-functional relationships with Sales, Customer Success, and Support Leadership to ensure cohesive, integrated service delivery across the entire customer lifecycle.

Job Qualifications

• College degree (preferably in Computer Science or a related technical field) or equivalent practical work experience.
• Minimum of 4+ years of technical support or data processing experience in enterprise software environments.
• Minimum of three (3) years of direct, dedicated customer-facing support and key account engagement experience with WebFOCUS customers.
• Demonstrated L3 technical support proficiency with the ibi product stack, including core expertise in WebFOCUS architecture, deployment, and performance tuning.
• In-depth, practical knowledge of one or more enterprise operating systems, relational databases (strong SQL proficiency is required), and application development/integration concepts.
• Prior experience in a Lead or Senior Key Account Management, Technical Sales, or Technical Customer Success role is a strong advantage.

Required Leadership Skills

• Exceptional written and verbal communication skills with a proven ability to deliver highly effective, executive-level presentations on complex support and strategic topics.
• Advanced analytical, debugging, and diagnostic skills for complex enterprise environments, combined with strong strategic problem-solving abilities.
• Proven ability to autonomously manage, prioritize, and strategically lead a high-volume, critical account workload under minimal supervision.
• Strong leadership presence and the ability to train, influence, and mentor technical peers and juniors.
• Superior customer support, negotiation, and conflict resolution skills, focused on developing an ongoing, trusting relationship as the customer's primary technical advocate.
• Willingness and ability to travel as needed.

About Us:

Cloud Software Group is one of the world's largest cloud solution providers, serving more than 100 million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud-based products to get work done — from anywhere. Members of our team will tell you that we value passion for technology and the courage to take risks. Everyone is empowered to learn, dream, and build the future of work. We are on the brink of another Cambrian leap - a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud.

Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination. All qualified applicants will receive consideration for employment without regard to age, race, color, creed, sex or gender, sexual orientation, gender identity, gender expression, ethnicity, national origin, ancestry, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions (including lactation status), marital status, military service, protected veteran status, political activity or affiliation, taking or requesting statutorily protected leave and other protected classifications.

If you need a reasonable accommodation due to a disability during any part of the application process, please email us at for assistance.