Lead - Product Support

Kovai Limited; Coimbatore District; On-site; INR 1,500,000 - 2,000,000; Full time

Job summary

Kovai Limited in Coimbatore seeks a Lead Product Support Engineer to address complex customer issues and enhance support processes. With over 5 years in SaaS support, you'll mentor engineers and drive AI-based improvements, ensuring exceptional customer experiences.

This role requires strong analytical and communication skills, and you'll work in a collaborative environment focused on continuous learning and growth.

Qualifications

• 5+ years in SaaS technical support or related roles.
• Experience handling complex technical escalations.
• Strong analytical and troubleshooting skills.

Responsibilities

• Own complex customer escalations and investigations.
• Mentor Product Support Engineers with guidance.
• Drive improvements to AI and support processes.

Skills

SaaS technical support

Analytical skills

Troubleshooting

Communication skills

Job description

Kovai.co is a global B2B SaaS product company building enterprise software from India for businesses worldwide. Over the years, we've grown rapidly and profitably, and today we're on track towards $30 million in annual revenue - with an even bigger journey ahead.

Trusted by customers across 100+ countries, including Fortune 500 enterprises and fast-scaling startups, we build products that solve complex, mission‑critical problems at scale.

At the heart of Kovai.co is a tribe of thoughtful helpers - people passionate about empowering customers, uplifting colleagues, and continuously growing in our own journeys.

What we build:

• BizTalk360 : Our first product, built to help enterprises simplify and manage complex integration environments with confidence - trusted by Microsoft, Mercedes-Benz, Pfizer, Vodafone, BBC, and NBCUniversal.
• Turbo360 : Our fast‑growing Azure Cloud Management and FinOps platform, helping enterprises gain visibility, optimize cloud costs, and run smarter, more efficient cloud operations at scale.
• Document360 : Our flagship AI‑powered knowledge management platform, helping teams create, manage, and deliver exceptional documentation experiences - trusted by companies like Puma, HP, VMware, McDonald’s, and Virgin Group.

Three products > One culture of innovation, ownership, and customer obsession.

How we work:

We believe great work happens when talented people are trusted, empowered, and supported to do their best. At Kovai.co, our teams are collaborative, ownership‑driven, and deeply invested in craftsmanship, continuous learning, and open communication - creating an environment where people grow together, contribute meaningfully, and build strong relationships alongside impactful outcomes.

At Kovai.co, AI isn't just a capability - it's our superpower. We embrace AI‑first thinking to help our teams work smarter, solve problems creatively, and create greater impact for our customers and each other.

The Lead Product Support Engineer is a senior hands‑on technical leader responsible for resolving the most complex customer issues while driving support excellence across the organization.

This role is not a people manager. Instead, it leads through technical expertise, coaching, and continuous improvement.

Shift Timings

2 pm to 11 pm & 9 pm to 6 am (rotational on quarterly basis)

Key Responsibilities

• Own the most complex customer escalations and technical investigations.
• Serve as the highest support escalation point before Engineering involvement.
• Mentor Product Support Engineers through case reviews and technical guidance.
• Drive adoption of support best practices and quality standards.
• Lead improvements to AI, knowledge management, and support processes.
• Identify recurring customer problems and drive systemic solutions.
• Partner with Product and Engineering on high‑impact customer issues.
• Translate customer insights into product and operational improvements.

Qualifications

• 5+ years in SaaS technical support, product support engineering, or related roles.
• Proven experience handling complex technical escalations.
• Demonstrated ability to coach and influence without formal management authority.
• Strong analytical, troubleshooting, and communication skills.
• Experience with AI‑enabled support, knowledge management, and operational improvement initiatives.

Success Measures

• Resolution of high‑impact and complex customer issues.
• Team capability development and coaching effectiveness.
• AI and knowledge ecosystem improvements.
• Reduction in recurring customer issues.
• Quality of support processes and escalation practices.
• Influence on product and operational improvements.

Why Join Us?

We’re reimagining support for the AI era.

You’ll focus on solving meaningful customer problems, influencing product direction, improving AI systems, and helping build a world‑class customer experience.

AI will handle the routine. You’ll handle what matters most.

We are committed to building an inclusive workplace where everyone feels valued, respected, and empowered to grow. We celebrate diverse perspectives and believe that great talent thrives in an environment built on fairness, belonging, and equal opportunity for all.