Customer Support Engineer

About the Company

Why We Built Lyric: Supply chains are more critical and complex than ever. Every day, large enterprises navigate trillions of possible decisions that could impact the bottom line. Powerful algorithms and AI can address these problems, yet most organizations struggle to leverage supply chain AI at scale. The current SCM technologies are either rigid, limited-scope point solutions or custom solutions built in-house, which demand immense expertise and investment.

That is…until now.

Enter Lyric: Lyric is an enterprise AI platform built specifically for supply chains, offering the best of both worlds:

• Out-of-the-box AI solutions for optimizing networks, allocating inventory, scheduling routes, planning fulfillment capacity, promising orders, propagating demand, building predictions, analyzing scenarios, and more, plus

• A platform-first approach that empowers both business and technical users with end-to-end product composability, leveraging no-code tools, their own code, or even forking our code to build and refine supply chain decision intelligence

With Lyric, enterprises no longer have to choose between flexibility and speed, they get both.

The Mission: We’re building a new era in supply chain with the team best equipped to lead it. With over 20 years at the intersection of supply chain and algorithms, we developed a deep conviction that global supply chains needed something like Lyric. Since our inception in December 2021, that conviction has been validated time and time again.

Today, a growing number of Fortune 500 companies, including Smurfit WestRock, Estée Lauder, Coca-Cola, and more, are innovating on their own terms with Lyric. We can’t wait to see what our customers, both current and future, are empowered to build with us next. Come build with us!

Profile Summary:
The Customer Support Engineer is a high-visibility support role focused on resolving customer issues, improving support systems, and shaping Lyric's support for scale.
The role sits at the center of the customer experience, resolving frontline technical issues, building platform fluency, and contributing to knowledge management and automation initiatives, while working directly with Engineering, Product, Customer Success, and Professional Services. Every recurring issue becomes raw material: better documentation, smarter automation, sharper product feedback.
This role is ideal for fast learners who want ownership early and room to grow within a high-growth SaaS company at the intersection of enterprise software, AI, and supply chain, offering future opportunities across Lyric's broader customer-facing and technical teams.
Title

• Customer Support Engineer

Location:

• Remote – India; <10% travel required

What you’ll do:

• Own end-to-end resolution of customer-reported technical issues with precision, clarity, and speed - balancing technical accuracy with a strong customer orientation

• Build deep platform fluency to troubleshoot effectively across Lyric's product

• Deliver structured, professional written responses that synthesize technical details into accessible language

• Spot patterns across support tickets and propose scalable solutions - automation, documentation, workflows - that reduce repeat issues

• Operate from an AI-first mindset, leveraging AI tools to accelerate diagnosis, response quality, and knowledge capture

• Collaborate closely with Engineering, Product, Customer Success, and Professional Services to close the loop on recurring problems and improve the overall customer experience, proactively identifying opportunities to improve systems rather than just reacting to them

What we are looking for:
Required Experience:

• 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

Preferred:

• 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