Senior Technical Support Engineer

Ready to lead AI-powered enterprise support at scale?

At Genpact, we don’t just support products — we enable mission‑critical platforms that power some of the world’s largest enterprises. As AI‑driven and data‑intensive solutions become central to how companies operate, our support organizations play a pivotal role in ensuring reliability, trust, and continuous improvement.

We are looking for a hands-on Product Support Team Leader to lead support for AI Broker and Deduction products, enterprise SaaS platforms used by global Fortune 500 customers. This role blends people leadership, deep technical ownership, customer escalation management, and operational excellence, with real accountability for production stability and customer outcomes.

If you thrive in complex environments, enjoy leading from the front, and want to combine leadership with real technical impact — this is your opportunity.

Inviting applications for the role of Product Support Team Leader

As a Product Support Team Leader, you will lead and scale a high‑performing Product Support team based in Israel & India, supporting Genpact’s AI Broker and Deduction platforms.

You are expected to be actively hands-on — participating in complex issue resolution, on‑call rotations, and production incidents — while mentoring engineers, driving operational rigor, and serving as a senior escalation point for customers and internal stakeholders.

This role works closely with R&D, QA, Cloud, Product, and Global Support teams, ensuring seamless end‑to‑end support and continuous product improvement.

Key Responsibilities

Team Leadership & People Management

• Lead, mentor, and manage a team of Product Support Engineers supporting AI Broker and Deduction products.
• Provide day‑to‑day technical guidance, coaching, and decision support for complex customer issues.
• Conduct regular performance reviews, define objectives, and deliver continuous feedback to drive individual and team growth.
• Identify skill gaps and training needs; plan and deliver onboarding and ongoing technical training programs.
• Own and maintain product knowledge assets (wikis, training materials, SharePoint), ensuring learnings from incidents, fixes, and customer cases are captured and reusable.

Hands‑On Technical Support & On‑Call Ownership

• Act as a senior escalation point for high‑impact customer issues and production incidents.
• Perform hands‑on troubleshooting and root cause analysis across application, configuration, data, and platform layers, in line with L3 Product Support Engineer responsibilities.
• Participate in on‑call rotations, including nights and weekends when required, and actively support the team during critical incidents.
• Partner closely with R&D, QA, Cloud, and Product teams to drive issue resolution, defect fixes, and long‑term product improvements.
• Ensure high‑quality incident documentation, post‑incident reviews, and preventive actions are completed and tracked.

Customer Satisfaction & Escalation Management

• Ensure timely, high‑quality resolution of customer issues in line with defined SLAs and KPIs.
• Own customer escalations end‑to‑end, including technical resolution, communication, and follow‑up.
• Maintain proactive, transparent communication with customers and internal stakeholders during major incidents.
• Analyze customer feedback to identify recurring pain points and improvement opportunities.

Process Improvement & Operational Excellence

• Review and improve support workflows to increase efficiency, quality, and scalability.
• Leverage support platforms and tooling (e.g., ServiceNow, monitoring and analytics tools) to improve visibility and operational effectiveness.
• Generate and review support metrics (SLA compliance, backlog, trends, recurring issues) and drive corrective actions.

Recruitment & Team Growth

• Actively participate in hiring Product Support Engineers, including:
• Defining role requirements and skill expectations
• CV screening and technical interviews
• Hiring recommendations and onboarding support
• Scale the team in alignment with product growth and customer demand, ensuring strong technical and cultural fit.

Communication & Cross‑Functional Collaboration

• Collaborate closely with R&D, QA, Cloud, Product Management, Delivery, and Global Support teams.
• Provide clear, regular status updates on tickets, escalations, risks, and improvement initiatives to leadership and stakeholders.
• Ensure adherence to Genpact policies, security standards, compliance requirements, and support best practices.

Qualifications We Seek in You

Required Qualifications

• Proven experience leading technical or product support teams in an enterprise SaaS environment.
• Strong background in Tier‑3 / L3 support, incident management, and complex troubleshooting.
• Experience supporting AI‑based, orchestration, or data‑driven platforms.
• Hands‑on experience with production on‑call support and major incident management.
• Strong SQL expertise, including complex queries, joins, subqueries, performance analysis, and data validation.
• Hands‑on experience troubleshooting data‑driven SaaS applications, including data inconsistencies and processing failures.
• Experience working with cloud platforms (Azure preferred), including logs analysis, monitoring, and environment configuration.
• Proven ability to analyze logs, database records, and system metrics to perform root cause analysis and drive permanent fixes.
• Experience producing incident post‑mortems, RCA documentation, and preventive action tracking.
• Excellent English communication skills (written and verbal).
• Strong leadership, problem‑solving, and stakeholder management skills.

Preferred Qualifications / Skills

• Experience supporting AI, automation, or orchestration platforms at enterprise scale.
• Experience leading or supporting support tooling migrations (e.g., ServiceNow).
• Familiarity with global or follow‑the‑sun support models.
• Experience working closely with Israel‑based R&D teams.
• Understanding of microservices architectures, REST APIs, and distributed system integrations.
• Experience supporting customers with high‑availability requirements, strict SLAs, and escalation governance.

Why Join Genpact Israel?

• Lead support for cutting‑edge AI products developed at Genpact’s Israel R&D Center.
• Combine people leadership with real technical ownership and production impact.
• Work with global Fortune 500 customers and advanced AI‑driven platforms.
• Play a key role in Genpact’s AI‑first growth strategy, ensuring reliability, trust, and scale.