Lead Support Engineer

A business unit of Cloud Software Group ibi is a global leader in data and analytics. Our software platform empowers organizations to transform industries and make informed data-driven decisions. We are committed to identifying the best solutions for our clients and providing award-winning customer service. We are seeking a dynamic and highly experienced professional to step into a Lead Gold Support Account Manager (ASM) role managing our most complex and strategically critical Gold-tier accounts.

This is a remote position based in India.

The Leadership Role

The Lead Gold Support Account Manager is a senior dedicated technical advocate and strategic relationship owner for a select portfolio of ibis most complex and high-value Gold customers. This role ensures the highest level of technical service delivery excellence and acts as a mentor and escalation point for the broader ASM team. You will proactively drive maximum customer satisfaction ensure the continuous and successful usage of the ibi product stack (focusing on WebFOCUS) and serve as a crucial liaison between the customer and internal teams (Sales Product Engineering Renewals). This role demands strategic account planning process ownership and a proven ability to guarantee the annual retention and expansion of the customers investment.

Reports to : Support Manager

Key Responsibilities and Strategic Duties

Account Strategy & Critical Escalation Management

• Lead the strategic technical relationship for a select group of ibis highest-tier and most complex Gold accounts setting the standard for proactive service delivery.
• Act as the definitive single point of accountability for all technical support escalations and service delivery for assigned accounts driving issues with executive-level urgency and professionalism.
• Own and execute the established escalation protocol for all high-severity cases (Severity 1 / P1) for the assigned portfolio leading all internal and external communication until definitive resolution.
• Serve as the internal escalation consultant for junior ASMs advising on best practices for managing politically sensitive or technically challenging customer situations.

Technical Leadership & Value Realization

Process Improvement & Team Mentorship

Job Qualifications

Required Leadership Skills

About Us :

Cloud Software Group is one of the worlds largest cloud solution providers serving more than 100 million users around the globe. When you join Cloud Software Group you are making a difference for real people each of whom count on our suite of cloud-based products to get work done from anywhere. Members of our team will tell you that we value passion for technology and the courage to take risks. Everyone is empowered to learn dream and build the future of work. We are on the brink of another Cambrian leap a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud.

Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal state and local laws that prohibit employment discrimination. All qualified applicants will receive consideration for employment without regard to age race color creed sex or gender sexual orientation gender identity gender expression ethnicity national origin ancestry citizenship religion genetic carrier status disability pregnancy childbirth or related medical conditions (including lactation status) marital status military service protected veteran status political activity or affiliation taking or requesting statutorily protected leave and other protected classifications.

If you need a reasonable accommodation due to a disability during any part of the application process please email us at for assistance.

Key Skills

Ruby,Mac Os,Computer Networking,Windows,TCP,Customer Support,Linux,Shell Scripting,VPN,Dns,Technical Support,Troubleshooting

Employment Type : Full-Time

Experience : years

Vacancy : 1