Lead Product Support Engineer

What you'll do

• Serve as front-line technical support for assigned client platforms and production environments
• Triage incoming support requests, incidents, and defects; assess severity, scope, and client impact
• Communicate clearly with internal teams and client stakeholders regarding issue status, findings, and resolution
• Support platform configuration work including setup, updates, and adjustments based on client requirements and approved designs
• Perform configuration quality control to ensure platform settings align with documented requirements and expected behavior
• Validate configuration changes using data checks, API testing, and functional verification
• Identify and resolve configuration-related defects prior to or after production deployment
• Use SQL to investigate data issues, validate configurations, and confirm expected system behavior
• Analyze logs and system behavior to identify root causes of defects or unexpected outcomes
• Support troubleshooting and debugging efforts in Ruby-based systems, partnering with Engineering as needed
• Use Postman to test and validate APIs, event flows, and payloads during configuration verification and issue investigation
• Create clear, actionable tickets including reproduction steps, configuration details, query results, and supporting evidence
• Validate fixes and configuration updates in staging or production before closure
• Support releases, hotfixes, and post-deployment configuration validation
• Identify recurring configuration or data issues and recommend preventative improvements
• Maintain and contribute to configuration documentation, runbooks, and support guides
• Assist with monitoring, alert review, and proactive identification of configuration risks
• Work closely with Client Services, BSAs, Product, and Engineering teams
• Participate in client transitions and configuration knowledge transfer to ensure continuity of support
• Balance responsiveness with appropriate escalation and prioritization

Requirements

• 2–4 years of experience in a technical support, application support, or analyst role
• Strong SQL proficiency for data validation, troubleshooting, and configuration QC
• Experience supporting or working within Ruby-based applications
• Hands-on experience using Postman (or similar tools) for API testing and validation
• Experience performing platform configuration and configuration QA/QC for client-facing systems
• Familiarity with ticketing systems (e.g., Jira)
• Strong written and verbal communication skills with the ability to explain technical findings to non-technical stakeholders
• Ability to manage multiple issues and configuration efforts simultaneously

Tech stack

Benefits