Lead Support Engineer

About the Role

We are looking for a Lead Support Engineer based in India to oversee B2B customer deployments. This role demands constant vigilance, rapid triage, and hands-on diagnostic troubleshooting across UI, APIs, infrastructure, and ML models—resolving incidents directly via run books and escalating to FDE, SRE, or Engineering only for platform-level code or infrastructure fixes.

Key Responsibilities

• Serve as the first line of technical support and triage for B2B Customer, with a high level of ownership and responsiveness.
• Quickly investigate incoming issues and determine the likely source — ML/model behavior, service outages, backend/API integration, network/connectivity, infrastructure/environment configuration, or deployment/dependency problems.
• Perform sufficient technical diagnosis before escalating, ensuring FDEs and engineering teams receive clear context, logs, reproduction steps, and an initial assessment.
• Engage and coordinate with FDEs when an issue requires deeper investigation or remediation, and monitor deployment health to proactively flag potential issues.
• Maintain clear documentation of incidents, root causes, resolutions, and recurring problems; provide timely, professional communication to B2B Customer stakeholders throughout.
• Develop and build tools & dashboards required for staying on top of Support SLO.
• Develop a deep understanding of B2B Customer's Dynamo deployment, infrastructure, integrations, and operating environment.

What We're Looking For

• 5–9 years of experience in technical/production support, with strong troubleshooting across applications, APIs, backend systems, networking, infrastructure, and ML systems.
• Ability to distinguish ML/model failures from traditional software/infrastructure failures, and to isolate problems via logs, APIs, service health, and configuration review.
• Strong understanding of production environments and incident management.
• Clear and complete client-facing communication for high-priority incidents.
• High sense of urgency, ownership, and accountability; comfortable driving issues to resolution across FDE, Engineering, Product, and ML teams.
• Willingness to become deeply embedded in and fully focused on the B2B Customer account.