{"id":743048,"url":"https://alion.io/job/wizcommerce-lead-product-support-engineer","title":"Lead Product Support Engineer","company":{"id":6568,"name":"WizCommerce","domain":"wizcommerce.com","url":"https://alion.io/company/wizcommerce","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Kula","truth_index":null},"role":"Support","role_family":"Support","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-09-11T13:13:12Z","employer_posted_date":null,"last_verified_at":"2026-09-11T13:13:12Z","board_verified":false,"closed_at":null,"days_open":52,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":52},"description":"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.\nResponsibilities:\nOwn 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.\nDebug at the root-cause level using logs, database queries, and API-level investigation; partner directly with Engineering when needed.\nManage and grow a team of Product Support Engineers - hiring, coaching, performance reviews, and day-to-day people management.\nBuild and use AI-powered tools/agents to speed up triage, diagnosis, and resolution across the team - think smarter workflows, not just faster typing.\nSet the technical and quality bar for the support function - your troubleshooting approach and documentation become the standard the team follows.\nDefine and own team-level metrics (resolution time, CSAT, ticket quality, SLA adherence) and drive continuous improvement.\nIdentify patterns in recurring issues and proactively fix them at the source (documentation, product feedback, automation) rather than repeatedly firefighting.\nBuild and maintain a sharp, useful knowledge base - playbooks, troubleshooting guides that scale with the team.\nBe the technical voice of the customer internally: flag issues, gaps, and patterns to Product and Engineering with clear, data-backed input.\nRequirements:\n5+ years of experience in technical/product support, with at least 1 year of direct people management experience(hiring, coaching, performance management).\nStrong 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.\nExperience supporting a SaaS/B2B software product, ideally with integrations (ERPs, CRMs, or similar systems).\nGenuine 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.\nExcellent written and verbal communication - able to explain technical issues clearly to customers and internal stakeholders.\nProven ability to manage escalations calmly, both for yourself and your team, and drive issues to resolution under pressure.\nHigh ownership mindset - someone who takes full accountability, both for their own work and their team's output.","description_format":"text","description_chars":2770,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":1,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Commerce","E-commerce Platforms","B2B Commerce"],"lifecycle":[{"event":"open","at":"2026-09-11T13:13:12Z"}],"visa":[],"liveness":{"score":11,"band":"cold","label":"Long shot","p_open":0.4,"p_active":0.591,"p_room":0.45,"age_days":52,"expected_fill_days":30,"reasons":["seen:52","velocity","win:tail"],"computed_at":"2026-11-03T05:54:40Z"},"pay":null,"html_url":"https://alion.io/job/wizcommerce-lead-product-support-engineer","json_url":"https://alion.io/job/wizcommerce-lead-product-support-engineer.json","meta":{"generated_at":"2026-11-03T12:24:29Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":17055,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-04T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6568},"rest":"https://alion.io/mcp/rest/get_company?id=6568"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fwizcommerce-lead-product-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fwizcommerce-lead-product-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fwizcommerce-lead-product-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/wizcommerce-lead-product-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fwizcommerce-lead-product-support-engineer"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":743048}},{"tool":"search_jobs","arguments":{"company":"wizcommerce.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":743048},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}