Lead Product Support Engineer

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.

• 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.

• Support platform configuration work
  , including setup, updates, and adjustments based on client requirements and approved designs.
• Perform configuration quality control (QC) to ensure platform settings align with documented requirements and expected behavior.
• Validate configuration changes using data checks, API testing, and functional verification.
• Identify and resolve configuration‑related defects prior to or after production deployment.

• Use SQL to investigate data issues, validate configurations, and confirm expected system behavior.
• Analyze logs and system behavior to identify root causes of defects or unexpected outcomes.
• Support troubleshooting and debugging efforts in Ruby‑based systems
  , partnering with Engineering as needed.
• Use Postman to test and validate APIs, event flows, and payloads during configuration verification and issue investigation.

• Create clear, actionable tickets including reproduction steps, configuration details, query results, and supporting evidence.
• Validate fixes and configuration updates in staging or production before closure.
• Support releases, hotfixes, and post‑deployment configuration validation.

• Identify recurring configuration or data issues and recommend preventative improvements.
• Maintain and contribute to configuration documentation, runbooks, and support guides.
• Assist with monitoring, alert review, and proactive identification of configuration risks.

• Work closely with Client Services, BSAs, Product, and Engineering teams.
• Participate in client transitions and configuration knowledge transfer to ensure continuity of support.
• Balance responsiveness with appropriate escalation and prioritization.

• 2–4 years of experience in a technical support, application support, or analyst role.
• Strong SQL proficiency for data validation, troubleshooting, and configuration QC.
• Experience supporting or working within Ruby‑based applications
  .
• Hands‑on experience using Postman (or similar tools) for API testing and validation.
• Experience performing platform configuration and configuration QA/QC for client‑facing systems.
• Familiarity with ticketing systems (e.g., Jira).
• Strong written and verbal communication skills with the ability to explain technical findings to non‑technical stakeholders.
• Ability to manage multiple issues and configuration efforts simultaneously.

• Experience supporting loyalty, marketing, or data‑driven platforms.
• Exposure to event‑based systems, batch jobs, or scheduled processes.
• QA or testing experience, particularly validating configuration accuracy.
• Experience working in Agile or SDLC environments.
• Comfort working with geographically distributed teams.

• Platform configurations are accurate, consistent, and thoroughly QC’d.
• Data and API validations quickly confirm correct system behavior.
• Issues are clearly documented with strong technical context.
• Configuration‑related incidents decrease over time.
• The support team is trusted to handle both diagnosis and correction
  , not just escalation.