Custom Software Engineering Lead

Overview

Lead the technical direction and architecture of custom software solutions while owning complex customer escalations end-to-end. Improve escalation processes, documentation, handoffs, and permanent issue resolution as a hands-on individual contributor.

What you'll do

• Drive high-impact customer escalations through resolution.
• Coordinate with engineering, product, and support teams.
• Keep customers and stakeholders informed with timely updates.
• Run root cause analysis and close the loop on fixes.
• Define escalation routing and team handoff processes.
• Identify repeat issues and drive permanent fixes.
• Share escalation trends and insights with leadership.

What you'll need

• 10+ years in technical support or customer-facing technical roles in an enterprise environment.
• 3+ years handling escalations or complex, high-impact issues.
• Experience with Salesforce, Jira, or similar ticketing systems.
• Experience improving support processes.
• Database management skills.
• Strong technical, communication, analytical, and ownership skills.
• Bachelor's in computer science or engineering, BCA, MCA, or equivalent professional experience.

Nice to have

• Enterprise SaaS or complex software product experience.
• Exposure to tax, finance, or compliance software.
• Familiarity with process improvement methods.
• Experience working with global teams across time zones.

Details

• Location: Hyderabad, India.
• Work mode: On-site.
• Employment type: Full-time.
• Individual contributor role.
• 15 years of full-time education required.