Customer Support Engineer

The role

The Customer Support Engineer resolves customer-reported technical issues and builds platform fluency. This role works with Engineering, Product, Customer Success, and Professional Services to improve support systems and automation.

What you will do

• Own end-to-end resolution of customer-reported technical issues
• Build deep platform fluency to troubleshoot effectively across Lyric's product
• Deliver structured, professional written responses
• Spot patterns across support tickets and propose scalable solutions
• Operate from an AI-first mindset using AI tools to accelerate diagnosis and response
• Collaborate with Engineering, Product, Customer Success, and Professional Services

Required qualifications

• 3–5 years of experience in a customer-facing technical support or SaaS support role in web application operations, analytics, or data operations
• Familiarity with incident management and ticketing systems (e.g., Zendesk, Freshdesk, Salesforce, or similar)
• Debugging issues using SQL, APIs, and command-line tools/CLI
• Strong 24/7 operational mindset, with willingness and ability to work shifts, including weekends and holidays
• Customer-focused approach with a sense of urgency and ownership

Nice to have

• Exposure to ETL/ELT processes, data pipelines, and data flow concepts
• Exposure to cloud services and data integration
• Background in computer science, engineering, or analytics
• Familiarity with supply chain or planning concepts
• Comfort with AI-based tooling

About the company

Lyric is an enterprise AI platform built specifically for supply chains. It offers AI solutions for optimizing networks, allocating inventory, scheduling routes, and more.