Lead Technical Product Support & Engineering Lead

About the role

Engineering leadership team at Atlas Systems drives enterprise client satisfaction and system reliability. The Lead orchestrates client escalations, builds and scales a high‑performance support engineering unit, and partners with Core Engineering and Customer Success to ensure rapid issue resolution. Based in Bengaluru, on‑site role with direct influence over cross‑functional processes and team development.

What you’ll do

• Champion client satisfaction and system reliability
• Act as escalation anchor for critical client issues
• Assess talent pool and architect modern support engineering unit
• Mentor, upskill, and lead support engineers
• Oversee data flows, integrations, and ELT processes
• Collaborate with Core Engineering and Infrastructure on system architecture
• Define and enforce SLA and change management processes
• Partner with Customer Success to align technical updates with client expectations

What you’ll bring

• 5+ years leading technical support or product engineering teams
• Proven track record building or restructuring support organizations
• Strong analytical skills with REST APIs, JSON, and database troubleshooting
• Hands‑on experience with Next.js, Node.js, .NET/C#
• Excellent verbal and written communication with executive stakeholders
• Ability to mentor and upskill engineering staff
• Experience managing enterprise escalation processes
• Understanding of SLA management and uptime commitments

Skills