Lead Advanced Solutions Engineer

About Chargebee

Chargebee is a leading provider of billing and monetization solutions, empowering businesses with recurring revenue models to streamline revenue and finance operations, capture actionable insights, and drive growth.

Chargebee is trusted by businesses of all sizes, including Zapier, LegalZoom, Lambda, Freshworks, DeepL, Condé Nast, and Pret a Manger, and is proud to have been consistently recognized by customers as a Leader in Subscription Management on G2.

With headquarters in North Bethesda, Maryland, our team members are based primarily in India, the U.S., and Europe.

About the Team

You'll join the Advanced Solutions Engineering team, an L2 support group connecting customer-facing operations directly with our Engineering and Product teams. We focus on triaging and solving mission-critical customer issues to keep our systems running smoothly. We value sharp diagnostic skills, asynchronous collaboration, and driving solutions from issue detection to final resolution.

About the role (Job Summary)

As a Lead Advanced Solutions Engineer, you will act as a senior technical leader, team guide, and pivotal bridge connecting Customer facing teams, Core Engineering, and Product Management. Stepping up from execution, you independently define and drive issue resolution strategies, ensuring efficient troubleshooting and escalations across multi-component systems. You will take complete technical and troubleshooting ownership as a Subject Matter Expert (SME) across all sub-modules within the ASE module.

In this role, you will lead and mentor Advanced Solutions Engineers (ASEs) and Senior ASEs, lead complex multi-phase investigations, write targeted code patches, and champion AI-powered diagnostic workflows. You own the reliability of supported modules/services, architect internal troubleshooting tools, and partner directly with Engineering leaders to eradicate systemic friction, implement scalable fixes, and elevate overall platform supportability.

What you'll do (role and responsibilities)

• Lead, mentor, and elevate Advanced Solutions Engineers by fostering a culture of debugging excellence, establishing diagnostic playbooks, and driving team-wide adoption of AI-powered troubleshooting tools.
• Serve as the Subject Matter Expert (SME) across all ASE sub-modules, taking full ownership of platform reliability, observability, and service maintenance.
• Perform deep-code debugging across complex microservices and integration layers to uncover non-obvious logic flaws, concurrency bugs, and performance bottlenecks.
• Write targeted code patches and develop scalable workarounds to quickly resolve high-impact customer issues, ensuring all fixes meet platform security and maintainability standards.
• Drive incident response strategies during critical platform outages, leading rapid cross-component triage to protect customer trust and maintain operational readiness across 24/7 rotational shifts.
• Champion AI innovation by integrating LLM-driven log analysis, automated stack trace summarization, and AI coding assistants to continuously reduce MTTR.
• Collaborate directly with Engineering and Product leaders to translate recurring incident patterns into long-term product fixes, eliminating platform friction and improving supportability.

What you'll bring (required skills and experience)

• 6+ years supporting complex enterprise applications or SaaS products in an L2/L3 technical support capacity.
• Strong fluency in Java/J2EE with proven experience reading, navigating, patching, and profiling large, production-grade enterprise codebases.
• Hands-on experience with AI-powered diagnostic tools (e.g., GitHub Copilot, LLM prompt engineering, AI log analyzers, and automated code inspection tools).
• Deep technical expertise in web technologies, including RESTful APIs, webhooks, JSON/XML payloads, and modern JavaScript frameworks (React, Angular, or Vue).
• Extensive experience with enterprise observability tools (such as Datadog, Splunk, ELK Stack, or New Relic) for log analysis and performance profiling.
• Excellent oral and written communication skills to effectively explain complex technical concepts to both cross-functional engineering teams and leadership.

Nice to have (preferred)

• 3+ years of direct experience as a Software Development Engineer (SDE) or Sustaining Engineer building or maintaining multi-tenant cloud software.
• Track record of designing internal tools, AI diagnostics, or engineering automation that significantly improved troubleshooting efficiency, reduced support overhead, or eliminated recurring ticket categories.

Benefits we offer

At Chargebee, we believe that feeling supported is the foundation for doing great work. We offer a comprehensive benefits package designed to support your personal, financial, and professional growth and ensure you thrive in every aspect of your life. Our commitment to supporting our employees is universal, while our benefits are thoughtfully designed to meet the unique needs of each region. We offer comprehensive packages that generally include:

• Health & Wellness: Robust coverage and access to programs to support your physical and mental well-being.
• Financial Security: Initiatives to help you build long-term financial stability.
• Work-Life Balance: Flexible options and resources to help you thrive both professionally and personally.

Chargebee is an equal opportunity employer. At Chargebee, we believe that diversity of backgrounds, perspectives, and experiences is not a good-to-have but a must-have as it strengthens us as a company and as individuals. We are committed to fostering an inclusive workplace where everyone feels valued, respected, and empowered to thrive.

We do not discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity/expression, age, national origin, ancestry, caste, citizenship, physical or mental disability, genetic information, marital status, military or veteran status, or any other characteristic protected by applicable law.