[Remote] Lead Product Support Engineer

🌍 Remote, USA 🎯 Full-time 🕐 Posted Recently

Job Description

Note: The job is a remote job and is open to candidates in USA. InRule Technology®, Inc. is a PE-backed SaaS company specializing in Decision Intelligence. They are seeking a Lead Product Support Engineer to provide technical support for enterprise customers, manage escalations, and collaborate with internal teams to improve product reliability and customer experience.

Provide technical support for enterprise customers, resolving complex issues across application, configuration, and infrastructure layers
Manage and lead customer escalations with clear ownership, timely communication, and effective coordination across internal teams
Troubleshoot application behavior using logs, stack traces, performance indicators, and configuration analysis
Support and optimize case management workflows using Salesforce Service Cloud, including queues, routing, macros, knowledge, and reporting
Analyze monitoring and infrastructure data using tools like Sumo Logic or similar log management platforms
Translate technical findings into clear, actionable explanations for both technical and non-technical audiences
Collaborate with Engineering and Product teams to identify root causes, document learnings, and drive product improvements
Balance multiple concurrent issues while maintaining a high level of responsiveness, accuracy, and attention to detail
Operate effectively in fast-paced, ambiguous situations with an action-oriented and solutions-focused mindset

Strong familiarity with Salesforce Service Cloud (case management workflows, queues/routing, macros, knowledge, reporting/dashboards; administrative familiarity is a plus)
Working knowledge of common .NET development practices and Azure cloud-based deployment/integration patterns
Demonstrated experience supporting enterprise software customers in a technical capacity, including leading escalations
Strong analytical and troubleshooting skills (logs, stack traces, performance symptoms, configuration analysis) from monitoring environments and infrastructure data using SumoLogic or similar log management tools
Excellent verbal and written communication skills, including ability to translate technical findings for varied audiences
High attention to detail, responsiveness, and strong ownership mentality
Ability to shift context quickly across multiple concurrent issues and priorities
Action-oriented approach and comfort operating in ambiguous, fast-moving situations
.NET application development experience (C# preferred)
Microsoft SQL Server and the ability to write simple queries for troubleshooting
Services-based architecture familiarity (REST, microservices)
CI/CD pipelines and DevOps concepts: build/release automation, environment management, deployment strategies, and monitoring/alerting practices
Performance concepts: capacity planning, scaling, and reliability considerations
Enterprise security and authentication models (e.g., SSO, OAuth/OIDC, SAML, role-based access)
Ticketing/engineering collaboration tools (e.g., Jira)
Cloud platforms and technologies
Familiarity with InRule's main product lines, including Business Rules Engines (BRE) and Intelligent Process Automation (IPA)

Flexible work environment.
Opportunity to work at the forefront of decision intelligence and automation technology.
Collaborative, supportive, and innovation-driven culture.
Professional growth opportunities within a rapidly evolving SaaS business.

InRule Technology® is an AI decisioning company providing integrated decisioning, machine learning and process automation software to the enterprise. It was founded in 2002, and is headquartered in Chicago, Illinois, USA, with a workforce of 51-200 employees. Its website is https://www.inrule.com/.

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