Senior Product Support Specialist
Job Description
LeadSquared is a fast-growing SaaS CRM company serving 2,000+ customers globally with a growing presence across India, US, Middle East, ASEAN, ANZ, and South Africa.
We are looking for a Lead Product Support professional to drive customer issue resolution, mentor support engineers, and collaborate closely with product and engineering stakeholders to deliver an exceptional customer experience.
Key Responsibilities:
Lead and mentor product support engineers handling enterprise customer issues
Own critical escalations and ensure timely resolution within SLA timelines
Troubleshoot complex product, API, webhook, and integration-related issues
Collaborate with Product and Engineering teams on bug resolution and product improvements
Drive support process improvements, documentation, knowledge management, and operational excellence
Support onboarding, customer training, and adoption initiatives
Monitor support quality and ensure high customer satisfaction
Requirements:
4+ years of experience in SaaS product/technical support with team leadership experience
Proven experience managing enterprise customer escalations
Strong troubleshooting, stakeholder management, and communication skills
Hands-on understanding of APIs, Webhooks, Connectors, and integrations
Experience working in fast-paced SaaS/product environments
Comfortable working in rotational/24x7 support environments
Good to Have:
Experience as a Technical Account Manager (TAM) or in customer success-facing technical roles
Technical exposure to PHP, Java, or Python
Experience with CRM or marketing automation platforms
Ability to build sample scripts, workflows, or POCs
Strong analytical and people management skills
