Lead Product Support Engineer

InRule Technology®, Inc. is a PE-backed SaaS company with hundreds of customers in more than 40 countries. Our integrated Decision Intelligence Platform (DIP) combines decisioning, process automation, and machine learning to help IT and business leaders make better decisions faster, operationalize AI, and improve complex processes.

We are trusted by some of the world’s largest banks, insurance companies, healthcare organizations, and governments for mission-critical applications. By making automation accessible, InRule increases productivity, drives revenue, and delivers exceptional business outcomes.

We are seeking a technically strong, customer-focused Lead Product Support Engineer who operates comfortably at the intersection of software engineering, cloud infrastructure, and customer experience
. In this role, you will support enterprise customers by diagnosing complex issues, leading high-visibility escalations, and operating an incident response model that balances urgency with discipline.

This is a hands-on, player-coach position with ownership of our Premium Support (Phase
1) operating model, which includes:

• Pager-backed 24/7 human response for Sev1 (critical) incidents
• Staffed daytime coverage across Chicago and the EMEA Hub for Sev2–Sev3 issues
• A Front Door AI Agent (integrated with Salesforce Service Cloud and grounded in Docusaurus
  ) that gates premium access, enforces structured severity intake, captures required diagnostics, and pages on-call when Sev1 criteria are met

You will partner closely with Engineering, Product, and Customer Success to manage escalations, improve system reliability, and drive continuous improvement—while maintaining a clear separation of responsibilities between Support and Customer Success (Customer Success is not queue-based and does not participate in on-call rotations).

• Provide advanced technical support to enterprise customers, resolving complex issues across application, configuration, and infrastructure layers.
• Lead customer escalations with clear ownership, structured communication, and coordinated execution across internal teams.
• Troubleshoot application behavior using logs, stack traces, performance metrics, and configuration analysis
  .
• Analyze monitoring and infrastructure signals using tools such as Sumo Logic (or comparable log management platforms).
• Own and enforce the premium severity framework (Sev1/Sev2/Sev3), ensuring consistent application and preventing severity inflation.
• Operate and continuously refine the pager-backed Sev1 process
  , including acknowledgement, triage, escalation paths, communication cadence, mitigation, resolution, and post-incident follow-up.
• Participate in on-call coverage within a primary/secondary rotation model
  . The Lead typically serves as tertiary escalation but will step in directly during major incidents or coverage gaps.

• Support and optimize case management workflows within Salesforce Service Cloud
  , including:
• Queues and routing rules
• Macros and templates
• Milestones and SLAs
• Knowledge management
• Reporting and dashboards
• Design and implement premium support workflows (entitlements, record types, routing logic, and queues) to ensure premium requests are correctly gated and prioritized.

• Partner with internal stakeholders to deploy, refine, and scale the Front Door AI Agent
  , including:
• Structured intake and severity validation
• Diagnostic capture (tenant/org IDs, timestamps, request/trace IDs, recent changes)
• Grounded knowledge suggestions (via Docusaurus)
• Accurate case creation and routing in Salesforce
• Paging logic for Sev1 incidents to reduce false positives and improve triage quality
• Establish feedback loops so recurring issues translate into stronger documentation, clearer runbooks, and measurable ticket deflection.

• Translate technical findings into clear, actionable explanations for both technical and non-technical stakeholders.
• Collaborate with Engineering and Product to identify root causes, document learnings,…