Lead Support Engineer

Fluent Commerce; India; Remote; INR 2,200,000 - 3,600,000; Full time

Benefits offered by this job

Flexible work options

Generous parental leave

Birthday leave

Regular social events

Learning and development allowance

Inclusive culture

Job summary

Fluent Commerce in India is seeking a Lead Support Engineer to join the Global Support team, handling L1/L2 escalations, owning technical standards, and mentoring others.

You will partner with Product and Engineering to drive root-cause fixes, improve SOPs and knowledge base content, and reduce recurring issues while delivering excellent customer outcomes. This is a permanent, full-time position based in India with flexible work options and developer-focused culture.

Qualifications

• 5+ years in a technical SaaS support role.
• Experience in queue-driven support with clear standards.
• Proficient in incident management and customer-facing communications.
• Experience with the Atlassian product suite.
• Strong collaboration with diverse stakeholders and data-driven improvement mindset.
• Experience coaching junior Support Engineers.
• Bonus: experience using AI tooling to improve efficiency.

Responsibilities

• Handle complex customer and partner issues in L1/L2 as a senior engineer.
• Define and own technical standards, SOPs, and knowledge base content across Global Support.
• Act as escalation point for L1/L2 with troubleshooting guidance.
• Identify and raise problem management tickets with clear hand-overs to Product/Engineering.
• Identify required support tooling and collaborate with teams to implement it.
• Coach and up-skill L1/L2 engineers through guidance and mentoring.
• Track metrics and trends to reduce repeat contacts and improve customer experience.

Skills

SaaS experience

Queue-driven support

Incident management

Atlassian suite

Collaboration across stakeholders

Data-driven improvements

Coaching junior engineers

AI tooling bonus

Tools

Jira/Confluence

Job description

Lead Support Engineer

Application Deadline: 31 January 2027

Department: Cloud Infrastructure Engineering

Employment Type: Permanent - Full Time

Location: India

Reporting To: Jeff Inman

Description

As the Lead Support Engineer, you will be a senior, hands-on technical engineer within our Global Support team, working across L1 and L2 to resolve complex customer and partner issues. You will be the technical escalation point for the team, own the technical standards and operating procedures used across Global Support, and coach and up-skill fellow Support Engineers so the team can resolve issues faster and more consistently. You’ll partner closely with Product and Engineering to drive root-cause fixes through problem management, reducing recurring customer issues and continually improving the customer experience.

Key Responsibilities:

• Hands-on Technical Engineering:
  • Work directly in the Global Support queues as a senior technical engineer, taking on complex and high-impact customer and partner issues across support levels.
• Technical Standards, SOPs and Knowledge Base:
  • Define and own the technical standards and operating procedures used across Global Support, and ensure effective SOPs, runbooks and knowledge base content are in place, kept up to date and used consistently, enabling fast, accurate and consistent resolution at every support level.
• Technical Escalation Point:
  • Act as the escalation point for L1 and L2 technical customer support issues, providing expert troubleshooting, clear direction and timely resolution.
• Problem Management and Root Cause:
  • Identify and raise problem management tickets to fix root causes in the platform, providing Product and Engineering with a clear hand-over, a well-defined problem statement and supporting issue data, so fixes can be prioritised efficiently and ongoing customer issues reduced.
• Support Tooling:
  • Identify the tooling L1 and L2 Support Engineers need to resolve issues in a safe and controlled way, and work with the relevant teams to put it in place.
• Coaching and Up-skilling:
  • Coach and up-skill L1 and L2 Support Engineers through technical guidance, mentoring, pairing on complex issues and knowledge sharing.
• Customer and Process Opportunities:
  • Identify customer and process improvement opportunities by tracking and reporting on metrics and trends, using data-driven insights to reduce repeat contacts and improve the customer and partner experience.

Skills, Knowledge & Expertise:

• 5+ years of experience in a technical support role within a SaaS company.
• Experience working in a queue-driven support environment, with a track record of setting clear technical standards.
• Experience with incident management, including triage, escalation and clear communication with customers and internal teams.
• Experience with the Atlassian product suite.
• Proven ability to collaborate across a broad stakeholder group, both technical and non-technical.
• Sound analytical skills to track and report on metrics, identify trends and make data-driven improvements.
• Experience coaching and up-skilling junior Support Engineers, with excellent communication and interpersonal skills.
• Bonus:
  • Experience using AI tooling to drive efficiency and improve workflows in a secure and safe way.

Job Benefits:

We value flexibility:

• Work how, when and where it suits you.

Flexible and supportive leave policies:

• Including generous paid parental leave and paid leave for your birthday so you can celebrate you.

Culture is key:

• We have a great team and enjoy regular social events to foster a collaborative, supportive and fun work environment.

Advance your career:

• We invest in your future by providing an allowance to help accelerate your learning and professional development.

Bring your whole self to work:

• At Fluent, we strive to create and nurture a culture where every employee can bring their whole self to work, feel inspired, and empowered to do your life’s work (or be your best self).