rippling
Lead Support Engineer
Dynamo AI
Remote, IND
Full-time
Senior · 5+ years experience
Remote
Discovered 1 weeks ago
Free
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We are looking for a Lead Support Engineer based in India, fully dedicated to our B2B Customer deployment. This role owns the Level 1 technical triage function — rapidly diagnosing customer issues and escalating to Forward Deployed Engineers (FDEs), SRE or Engineering teams when required — while also setting the bar for how the wider support function operates on this account.
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About the Role
We are looking for a Lead Support Engineer based in India, fully dedicated to our B2B Customer deployment. This role owns the Level 1 technical triage function — rapidly diagnosing customer issues and escalating to Forward Deployed Engineers (FDEs), SRE or Engineering teams when required — while also setting the bar for how the wider support function operates on this account.
Key Responsibilities
- Serve as the first line of technical support and triage for B2B Customer, with a high level of ownership and responsiveness.
- Quickly investigate incoming issues and determine the likely source — ML/model behavior, service outages, backend/API integration, network/connectivity, infrastructure/environment configuration, or deployment/dependency problems.
- Perform sufficient technical diagnosis before escalating, ensuring FDEs and engineering teams receive clear context, logs, reproduction steps, and an initial assessment.
- Engage and coordinate with FDEs when an issue requires deeper investigation or remediation, and monitor deployment health to proactively flag potential issues.
- Maintain clear documentation of incidents, root causes, resolutions, and recurring problems; provide timely, professional communication to B2B Customer stakeholders throughout.
- Develop and build tools & dashboards required for staying on top of Support SLO.
- Develop a deep understanding of B2B Customer's Dynamo deployment, infrastructure, integrations, and operating environment.
What We're Looking For
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