Job description.
Lead Product Support Engineer
Location: Belfast (Hybrid)
Eligibility: UK right to work required (no sponsorship available)
We're hiring a technically strong, customer-focused Lead Product Support Engineer to sit at the centre of software, cloud platforms and enterprise customer experience.
This is not a ticket-queue role. You'll own complex escalations, work directly with enterprise clients, and partner closely with Engineering and Product to improve reliability and influence the roadmap. It's hands on, fast moving, and ideal for someone who enjoys digging into root cause rather than surface fixes.
Why join?
* High-impact role with real ownership of enterprise customer outcomes
* Work closely with Engineering and Product, not siloed from the tech
* Modern cloud environment (Azure-based deployments)
* Opportunity to shape support processes and improve product reliability
What you'll be doing:
* Supporting enterprise customers across application, configuration and infrastructure layers
* Leading complex escalations with clear communication and end-to-end ownership
* Troubleshooting using logs, stack traces, performance data and configuration analysis
* Optimising case workflows within Salesforce Service Cloud
* Analysing monitoring data (e.g. Sumo Logic or similar tools) to diagnose issues
* Translating technical findings into clear, practical guidance for different audiences
* Partnering with Engineering and Product to identify root causes and drive long-term fixes
What you'll bring:
* Experience supporting enterprise software customers in a technical support or services role
* Strong knowledge of Salesforce Service Cloud and case management best practice
* Solid understanding of .NET application concepts and Azure deployment patterns
* Strong troubleshooting skills across logs, performance and configuration
* Clear, confident communication skills (technical and non-technical)
* High ownership mindset and commitment to customer experience
Interested?
If you enjoy solving complex technical problems and being the trusted partner enterprise customers rely on, contact Justin Donaldson for a confidential chat.