[Remote] Lead Product Support Engineer
Note: The job is a remote job and is open to candidates in USA. InRule Technology®, Inc. is a PE-backed SaaS company specializing in Decision Intelligence. They are seeking a Lead Product Support Engineer to provide technical support for enterprise customers, manage escalations, and collaborate with internal teams to improve product reliability and customer experience.
Responsibilities
• Provide technical support for enterprise customers, resolving complex issues across application, configuration, and infrastructure layers
• Manage and lead customer escalations with clear ownership, timely communication, and effective coordination across internal teams
• Troubleshoot application behavior using logs, stack traces, performance indicators, and configuration analysis
• Support and optimize case management workflows using Salesforce Service Cloud, including queues, routing, macros, knowledge, and reporting
• Analyze monitoring and infrastructure data using tools like Sumo Logic or similar log management platforms
• Translate technical findings into clear, actionable explanations for both technical and non-technical audiences
• Collaborate with Engineering and Product teams to identify root causes, document learnings, and drive product improvements
• Balance multiple concurrent issues while maintaining a high level of responsiveness, accuracy, and attention to detail
• Operate effectively in fast-paced, ambiguous situations with an action-oriented and solutions-focused mindset
Skills
• Strong familiarity with Salesforce Service Cloud (case management workflows, queues/routing, macros, knowledge, reporting/dashboards; administrative familiarity is a plus)
• Working knowledge of common .NET development practices and Azure cloud-based deployment/integration patterns
• Demonstrated experience supporting enterprise software customers in a technical capacity, including leading escalations
• Strong analytical and troubleshooting skills (logs, stack traces, performance symptoms, configuration analysis) from monitoring environments and infrastructure data using SumoLogic or similar log management tools
• Excellent verbal and written communication skills, including ability to translate technical findings for varied audiences
• High attention to detail, responsiveness, and strong ownership mentality
• Ability to shift context quickly across multiple concurrent issues and priorities
• Action-oriented approach and comfort operating in ambiguous, fast-moving situations
• .NET application development experience (C# preferred)
• Microsoft SQL Server and the ability to write simple queries for troubleshooting
• Services-based architecture familiarity (REST, microservices)
• CI/CD pipelines and DevOps concepts: build/release automation, environment management, deployment strategies, and monitoring/alerting practices
• Performance concepts: capacity planning, scaling, and reliability considerations
• Enterprise security and authentication models (e.g., SSO, OAuth/OIDC, SAML, role-based access)
• Ticketing/engineering collaboration tools (e.g., Jira)
• Cloud platforms and technologies
• Familiarity with InRule's main product lines, including Business Rules Engines (BRE) and Intelligent Process Automation (IPA)
Benefits
• Flexible work environment.
• Opportunity to work at the forefront of decision intelligence and automation technology.
• Collaborative, supportive, and innovation-driven culture.
• Professional growth opportunities within a rapidly evolving SaaS business.
Company Overview
• InRule Technology® is an AI decisioning company providing integrated decisioning, machine learning and process automation software to the enterprise. It was founded in 2002, and is headquartered in Chicago, Illinois, USA, with a workforce of 51-200 employees. Its website is https://www.inrule.com/.
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Responsibilities
• Provide technical support for enterprise customers, resolving complex issues across application, configuration, and infrastructure layers
• Manage and lead customer escalations with clear ownership, timely communication, and effective coordination across internal teams
• Troubleshoot application behavior using logs, stack traces, performance indicators, and configuration analysis
• Support and optimize case management workflows using Salesforce Service Cloud, including queues, routing, macros, knowledge, and reporting
• Analyze monitoring and infrastructure data using tools like Sumo Logic or similar log management platforms
• Translate technical findings into clear, actionable explanations for both technical and non-technical audiences
• Collaborate with Engineering and Product teams to identify root causes, document learnings, and drive product improvements
• Balance multiple concurrent issues while maintaining a high level of responsiveness, accuracy, and attention to detail
• Operate effectively in fast-paced, ambiguous situations with an action-oriented and solutions-focused mindset
Skills
• Strong familiarity with Salesforce Service Cloud (case management workflows, queues/routing, macros, knowledge, reporting/dashboards; administrative familiarity is a plus)
• Working knowledge of common .NET development practices and Azure cloud-based deployment/integration patterns
• Demonstrated experience supporting enterprise software customers in a technical capacity, including leading escalations
• Strong analytical and troubleshooting skills (logs, stack traces, performance symptoms, configuration analysis) from monitoring environments and infrastructure data using SumoLogic or similar log management tools
• Excellent verbal and written communication skills, including ability to translate technical findings for varied audiences
• High attention to detail, responsiveness, and strong ownership mentality
• Ability to shift context quickly across multiple concurrent issues and priorities
• Action-oriented approach and comfort operating in ambiguous, fast-moving situations
• .NET application development experience (C# preferred)
• Microsoft SQL Server and the ability to write simple queries for troubleshooting
• Services-based architecture familiarity (REST, microservices)
• CI/CD pipelines and DevOps concepts: build/release automation, environment management, deployment strategies, and monitoring/alerting practices
• Performance concepts: capacity planning, scaling, and reliability considerations
• Enterprise security and authentication models (e.g., SSO, OAuth/OIDC, SAML, role-based access)
• Ticketing/engineering collaboration tools (e.g., Jira)
• Cloud platforms and technologies
• Familiarity with InRule's main product lines, including Business Rules Engines (BRE) and Intelligent Process Automation (IPA)
Benefits
• Flexible work environment.
• Opportunity to work at the forefront of decision intelligence and automation technology.
• Collaborative, supportive, and innovation-driven culture.
• Professional growth opportunities within a rapidly evolving SaaS business.
Company Overview
• InRule Technology® is an AI decisioning company providing integrated decisioning, machine learning and process automation software to the enterprise. It was founded in 2002, and is headquartered in Chicago, Illinois, USA, with a workforce of 51-200 employees. Its website is https://www.inrule.com/.
Apply Now
Apply Now