Lead Product Support Engineer

We're looking for a Lead Product Support Engineer / Product Support Manager who is genuinely hands-on and technical, and has real experience managing people. This isn't a role for a pure-play IC who's never led a team, nor for a manager who's lost touch with the technical depth. We need both: someone who can personally debug the hardest customer issue and also coach, manage, and grow a team of support engineers.

Responsibilities:

• Own and resolve the most complex, escalated technical issues across the WizCommerce product suite (CRM, order entry, quoting, integrations, etc. ), staying hands-on even as you lead the team.
• Debug at the root-cause level using logs, database queries, and API-level investigation; partner directly with Engineering when needed.
• Manage and grow a team of Product Support Engineers - hiring, coaching, performance reviews, and day-to-day people management.
• Build and use AI-powered tools/agents to speed up triage, diagnosis, and resolution across the team - think smarter workflows, not just faster typing.
• Set the technical and quality bar for the support function - your troubleshooting approach and documentation become the standard the team follows.
• Define and own team-level metrics (resolution time, CSAT, ticket quality, SLA adherence) and drive continuous improvement.
• Identify patterns in recurring issues and proactively fix them at the source (documentation, product feedback, automation) rather than repeatedly firefighting.
• Build and maintain a sharp, useful knowledge base - playbooks, troubleshooting guides that scale with the team.
• Be the technical voice of the customer internally: flag issues, gaps, and patterns to Product and Engineering with clear, data-backed input.

Requirements:

• 5+ years of experience in technical/product support, with at least 1 year of direct people management experience(hiring, coaching, performance management).
• Strong troubleshooting skills; deeply comfortable with logs, APIs, databases (SQL/MongoDB), and scripting; this is not a role where you'll be purely managing from a distance.
• Experience supporting a SaaS/B2B software product, ideally with integrations (ERPs, CRMs, or similar systems).
• Genuine interest and hands-on experience using AI tools to solve real problems- not just AI-curious, but someone who's actually built or used AI-powered workflows/agents to work smarter, and can bring this thinking to the team.
• Excellent written and verbal communication - able to explain technical issues clearly to customers and internal stakeholders.
• Proven ability to manage escalations calmly, both for yourself and your team, and drive issues to resolution under pressure.
• High ownership mindset - someone who takes full accountability, both for their own work and their team's output.