Product support Lead

Technical Skills & Qualifications

• Expert SQL Knowledge: Ability to write complex queries and perform data manipulations to resolve underlying application issues.
• Advanced Troubleshooting: Proven ability to diagnose issues within a SaaS environment, even when documentation is sparse or the root cause is unclear.
• Analytical Thinking: Strong lateral-thinking skills with the ability to identify systemic issues rather than just surface-level symptoms.
• AI Integration: Experience leveraging AI tools for rapid bug reproduction, automated log analysis, and performance reporting.
• Communication:Exceptional written and verbal skills are a must

Preferred Experience

• Seniority: 7+ years in a Product Support Engineering role, with 3+ years in customer-facing positions and 1+ year in a supervisory/lead capacity.
• Infrastructure: Familiarity with AWS or similar cloud infrastructure components.
• Industry Context: Experience with SaaS application support and a high degree of technical aptitude.

Bonus Points (Nice to Have)

• Clinical Domain Knowledge: Experience with EDC (Electronic Data Capture), Safety systems, or Clinical Trial workflows.
• Programming: Proficiency in Python or experience with ETL Development.
• Clinical Programming: Background in Bio Stats or Edit Check programming.