Lead Product Support Engineer

1 week ago

Noida, Uttar Pradesh, India Provana Full time

Description
Role Overview :
We are looking for an experienced and driven Lead Product Support to manage and guide a team of support engineers, ensuring the timely and effective resolution of complex product issues. In this role, you will act as the escalation point for unresolved technical problems and coordinate closely with Engineering, Product, and Customer Success teams to address root causes, improve product stability, and enhance customer satisfaction.

Key Responsibilities

  • Lead a team of support engineers, providing technical guidance, mentoring, and performance management.
  • Own high-priority incidents and drive them to resolution through structured problem-solving and cross-functional collaboration.
  • Serve as a technical escalation point and customer-reported product issues requiring in-depth analysis and troubleshooting.
  • Maintain strong communication with customers and internal stakeholders to ensure timely updates and resolutions.
  • Interface with Engineering and Product teams to escalate unresolved product defects and contribute to long-term fixes.
  • Develop and maintain internal knowledge base articles, troubleshooting guides, and runbooks.
  • Monitor and report team KPIs, including ticket volumes, resolution times, and SLA adherence.
  • Conduct root cause analysis and post-mortems for recurring or major customer incidents.
  • Drive continuous improvement in support processes, tools, and automation to reduce resolution times and case volume.
  • Assist in hiring, onboarding, and training new support engineers.

Qualifications

  • Bachelors degree in computer science, Information Systems, or a related technical field, or equivalent practical experience.
  • 8+ years of experience in technical support or product support roles, including at least 2 years in a senior or lead capacity.
  • Strong troubleshooting skills and experience working with software products, Web APIs, server and network administration, system configurations and customer environments.
  • Experience in SaaS, enterprise software, or B2B platforms is preferred.
  • Familiarity with Azure Cloud, Postgress SQL, scripting, or debugging tools is a plus.
  • Hands-on experience with ticketing systems (e.g., Jira, Zendesk, ServiceNow) and remote support tools.
  • Excellent verbal and written communication skills, with the ability to translate technical concepts to both technical and non-technical audiences.
  • Demonstrated experience handling critical escalations and interfacing directly with customers and engineering teams.
  • Ability to prioritize effectively, manage multiple issues simultaneously, and work in a fast-paced environment.

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