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.

What you'll do

• Serve as the first line of technical support and triage for B2B Customer, with a high level of ownership and responsiveness
• 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
• Develop and build tools & dashboards required for staying on top of Support SLO

What you need

• Troubleshooting
• Networking
• Machine learning