Remote Tier-4 Product Support Lead & AI-Driven Roadmap

mewssystems

United States

Remote

USD 120,000 - 180,000

Full time

14 days+

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Benefits offered by this job

Remote-first

Home office budget

AI tooling budget

Relocation options

Healthcare benefits

Job summary

mewssystems is seeking a senior Tier 4 escalation lead to oversee the deepest level of product support for a hospitality technology platform. You will lead a team of SMEs, collaborate with engineering and product, and influence roadmaps by translating escalated case patterns into product improvements.

In this player‑coach role, you will own the knowledge base, drive AI tooling initiatives, and report metrics for continuous improvement.

Qualifications

6+ years in product or technical support at a B2B SaaS company.
At least 2 years of people management experience.
Ability to read logs, interpret API behavior, and debug integrations.
Experience distinguishing escalations from product problems with senior stakeholders.
Hands-on experience building AI-powered tools or systems.

Responsibilities

Own end-to-end Tier 4 escalation function: triage, resolution, stakeholder communication, and closure on every case routed up from lower support tiers.
Lead, coach, and performance‑manage a team of around 10 subject matter experts spanning multiple product domains.
Partner with engineering and product management to influence roadmap prioritization with escalation data.
Build and maintain the Jira workflow that logs bugs, tracks fixes, and holds engineering accountable to timelines.
Own the Tier 4 knowledge base and its AI-powered tooling, including gap detection and trend surfacing.