Lead Support Engineer
Fluent Commerce · Posted Nov 12, 2026
- India
- Full-time · Senior
- 5+ years
Lead technical support engineer for a global SaaS platform, managing L1/L2 escalation, defining standards, coaching staff, and driving root‑cause resolution.
Responsibilities
- Resolve complex customer and partner issues across support levels
- Define and own technical standards, SOPs and knowledge base
- Act as escalation point for L1 and L2 technical support
- Identify and raise problem management tickets for root‑cause fixes
- Identify tooling needs and implement solutions
Requirements
- Nice to have: AI tooling