Lead Product Support Engineer

Job description

Job Description: The Client Support Analyst is responsible for supporting our client’s Loyalty Programs post‑launch within our proprietary loyalty platform. This role serves as a technical point of contact for issue triage, troubleshooting, platform configuration , and configuration quality control , with a strong emphasis on SQL‑based data validation , API testing via Postman , and application‑level debugging in Ruby . This role partners closely with Client Services, Business System Analysts, Product, and Engineering to ensure platform stability, data integrity, and correct client configuration across environments. Key Responsibilities: Client & Platform Support: - Serve as front‑line technical support for assigned client platforms and production environments. - Triage incoming support requests, incidents, and defects; assess severity, scope, and client impact. - Communicate clearly with internal teams and client stakeholders regarding issue status, findings, and resolution. Platform Configuration & Configuration QC: - Support platform configuration work , including setup, updates, and adjustments based on client requirements and approved designs. - Perform configuration quality c...