Lead - Product Support

Kovai.co is a global B2B SaaS product company building enterprise software from India for businesses worldwide. Over the years, weve grown rapidly and profitably, and today were on track towards $30 million in annual revenue - with an even bigger journey ahead.

Trusted by customers across 100+ countries, including Fortune 500 enterprises and fast-scaling startups, we build products that solve complex, mission-critical problems at scale.

At the heart of Kovai.co is a tribe of thoughtful helpers - people passionate about empowering customers, uplifting colleagues, and continuously growing in our own journeys.

What we build:

• BizTalk360 : Our first product, built to help enterprises simplify and manage complex integration environments with confidence - trusted by Microsoft, Mercedes-Benz, Pfizer, Vodafone, BBC, and NBCUniversal.

• Turbo360 : Our fast-growing Azure Cloud Management and FinOps platform, helping enterprises gain visibility, optimize cloud costs, and run smarter, more efficient cloud operations at scale.

• Document360 : Our flagship AI-powered knowledge management platform, helping teams create, manage, and deliver exceptional documentation experiences - trusted by companies like Puma, HP, VMware, McDonalds, and Virgin Group.

Three products > One culture of innovation, ownership, and customer obsession.

How we work:

We believe great work happens when talented people are trusted, empowered, and supported to do their best. At Kovai.co, our teams are collaborative, ownership-driven, and deeply invested in craftsmanship, continuous learning, and open communication - creating an environment where people grow together, contribute meaningfully, and build strong relationships alongside impactful outcomes.

At Kovai.co, AI isnt just a capability - its our superpower. We embrace AI-first thinking to help our teams work smarter, solve problems creatively, and create greater impact for our customers and each other.

Position : Lead Product Support

The Lead Product Support Engineer is a senior hands-on technical leader responsible for resolving the most complex customer issues while driving support excellence across the organization.

This role is not a people manager. Instead, it leads through technical expertise, coaching, and continuous improvement.

Shift Timings : 2 pm to 11 pm 9 pm to 6 am (rotational on quarterly basis)

Key Responsibilities

• Own the most complex customer escalations and technical investigations.

• Serve as the highest support escalation point before Engineering involvement.

• Mentor Product Support Engineers through case reviews and technical guidance.

• Drive adoption of support best practices and quality standards.

• Lead improvements to AI, knowledge management, and support processes.

• Identify recurring customer problems and drive systemic solutions.

• Partner with Product and Engineering on high-impact customer issues.

• Translate customer insights into product and operational improvements.

Qualifications

• 5+ years in SaaS technical support, product support engineering, or related roles.

• Proven experience handling complex technical escalations.

• Demonstrated ability to coach and influence without formal management authority.

• Strong analytical, troubleshooting, and communication skills.

• Experience with AI-enabled support, knowledge management, and operational improvement initiatives.

Success Measures

• Resolution of high-impact and complex customer issues.

• Team capability development and coaching effectiveness.

• AI and knowledge ecosystem improvements.

• Reduction in recurring customer issues.

• Quality of support processes and escalation practices.

• Influence on product and operational improvements.

Why Join Us

Were reimagining support for the AI era.

Youll focus on solving meaningful customer problems, influencing product direction, improving AI systems, and helping build a world-class customer experience.

AI will handle the routine. Youll handle what matters most.

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.