Lead Product Support Engineer

Location: New York

*
* 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 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.### Technical Troubleshooting & Analysis
* 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.### Issue & Release Management
* 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.### Operational Excellence
* 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.### Cross‐Functional Collaboration
* 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.## Required Skills & Experience
* 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.##

Preferred Qualifications
* 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.## What Success Looks Like in This Role
* Platform configurations are accurate, consistent, and thoroughly QC’d.
* Data and API validations quickly confirm correct system behavior.
* Issues are…