Job Closed
This listing is no longer active.
Explainable, AI Decisioning | Decision and Process Automation, Actionable Machine Learning
Lead Product Support Engineer
Location
Illinois
Posted
98 days ago
Salary
$90K - $110K / year
Seniority
Senior
Job Description
Lead Product Support Engineer
InRule
• Provide advanced technical support to enterprise customers, resolving complex issues across application, configuration, and infrastructure layers. • Lead customer escalations with clear ownership, structured communication, and coordinated execution across internal teams. • Troubleshoot application behavior using logs, stack traces, performance metrics, and configuration analysis. • Analyze monitoring and infrastructure signals using tools such as Sumo Logic (or comparable log management platforms). • Own and enforce the premium severity framework (Sev1/Sev2/Sev3), ensuring consistent application and preventing severity inflation. • Operate and continuously refine the pager-backed Sev1 process, including acknowledgement, triage, escalation paths, communication cadence, mitigation, resolution, and post-incident follow-up. • Support and optimize case management workflows within Salesforce Service Cloud, including: Queues and routing rules Macros and templates Milestones and SLAs Knowledge management Reporting and dashboards.
Job Requirements
- Strong familiarity with Salesforce Service Cloud, including queues and routing, macros, knowledge management, and reporting/dashboards (administrative experience is a plus).
- Working knowledge of .NET development practices and Azure cloud deployment/integration patterns.
- Demonstrated experience supporting enterprise software customers in a technical capacity, including ownership of high-severity escalations.
- Strong analytical and troubleshooting skills using logs, stack traces, performance indicators, and configuration analysis.
- Experience analyzing monitoring and infrastructure data using Sumo Logic or similar platforms.
- Excellent written and verbal communication skills, with the ability to tailor technical explanations to varied audiences.
- High attention to detail, responsiveness, and a strong ownership mindset.
- Ability to manage competing priorities and shift context across multiple concurrent issues.
- Comfort operating in fast-paced, evolving environments with a high degree of accountability.
Benefits
- Competitive compensation and benefits
- Flexible work environment
- The opportunity to build and shape a premium support function with measurable customer impact
- A collaborative culture with close partnership across Support, Engineering, Product, and Customer Success.
- Professional growth within a scaling SaaS organization.
Related Guides
Related Categories
Related Job Pages
More Support Engineer Jobs
Senior Support Engineer
JetBridge AIWe test the best engineers in the World (AI/ML/Data/CRUD) with the industry's leading PPI (Pair Programming Interview).
• Serve as the first technical point of contact for customers facing implementation or data challenges • Investigate logs, analyze data pipelines, and debug integrations involving APIs, pixels, and order tracking • Act as the primary technical contact for support tickets and Slack escalations • Debug customer implementations involving tracking scripts, APIs, and data pipelines • Write and optimize SQL queries to investigate data discrepancies • Analyze logs and investigate backend issues • Own data quality issues from identification to resolution • Escalate reproducible product bugs with detailed technical context • Improve documentation to reduce repeat issues and enable self-serve workflows • Translate technical findings into clear explanations for non-technical stakeholders
Forward Deployed Support Engineer
vibecode.devThe Power Tool for Vibe Coders We are hiring: https://jobs.ashbyhq.com/vibecode
• Pair with leading Vibecode users, helping them ship and scale their apps • Dive directly into user projects: code reviews, optimization, and unblocking roadblocks • Collaborate with our San Francisco product engineering team to solve tough, technical challenges • Proactively identify recurring pain points, influencing platform improvements • Build tools, docs, and systems that supercharge our users' workflow
• Provide operational support for Launch and Early Operations (LEOP) products during orbital launches • Perform manual Orbit Determination (OD) tasks, including filter tuning and tracking data validation • Monitor and maintain orbit quality using internal tools and Python-based workflows • Participate in an on-call rotation to respond to time-sensitive operational events • Triage and respond to customer inquiries related to orbit data, launch tracking, and catalog accuracy • Contribute to the development, testing, and documentation of internal tools and operational workflows • Identify repetitive operational tasks and help design and implement automation strategies to improve reliability and efficiency
• Provide operational support for LeoLabs’ Launch and Early Operations (LEOP) products during orbital launches. • Support manual Orbit Determination (OD) tasks, including filter tuning and tracking data validation. • Monitor and maintain orbit quality using internal tools and Python scripts. • Participate in the on-call rotation to respond to time-sensitive events. • Triage and respond to customer inquiries related to orbit data, launch tracking, and catalog accuracy. • Contribute to the development, testing, and documentation of internal tools and workflows. • Identify repetitive operational tasks and help develop automation strategies.
