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.

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.

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.

Lead Product Support Engineer

Key skills