Lead, Technical Product Support & Engineering

About the role

We are seeking a dynamic, hands‑on Lead for Technical Product Support and Engineering to anchor client‑facing delivery, optimise cross‑functional processes and build a high‑performing support engineering team. The role sits at the intersection of Core Engineering, Infrastructure, Customer Success and enterprise clients, driving rapid operational continuity and exceptional customer service.

Key responsibilities

• Instil a culture of rapid responsiveness, act as escalation anchor and ensure transparent communication for critical client issues.
• Assess the current talent pool, identify gaps and design a modern support engineering unit, mentoring and upskilling the team.
• Oversee bi‑directional data flows, third‑party integrations and ELT processes to maintain data quality and integrity.
• Maintain a strong technical bridge with Core Engineering and Infra, parsing logs and understanding system architecture (Next.js, Node.js.NET/C#).
• Own customer‑facing lifecycle frameworks, root‑cause communication, change management and adherence to SLA commitments.
• Partner with Customer Success to manage escalations, deliver technical updates and translate SOW commitments into predictable delivery plans.

Required profile

• A positive, solutions‑oriented attitude with calm determination under pressure.
• Strong analytical and troubleshooting skills, comfortable with REST APIs, JSON, databases and modern observability tools.
• Proven experience leading and structuring technical execution or support squads with high accountability.
• Exceptional verbal and written communication, able to interact with executive stakeholders and enterprise clients.

Required skills

• Next.js
• Node.js
• .NET/C#
• REST APIs
• JSON
• Databases
• Observability tools
• ELT processes