Customer Support Engineer

Job description

**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! This is a high-visibility support role focused on resolving customer issues, improving support systems, and shaping Lyric’s support infrastructure for scale. The Customer Support Consultant will serve as a front-line responder, handling Level 1 and Level 2 tickets, building platform fluency, and contributing to knowledge management and automation initiatives. The role is part of a 12-month rotational program designed to accelerate learning and provide broad exposure across Customer Success, Professional Services, and AI support. Individuals in this role will be expected to learn quickly, operate with ownership, and drive clarity for customers through thoughtful and structured problem-solving. Beyond reactive support, the consultant will identify repeatable patterns, propose automation opportunities, and partner with engineering, platform, and content teams to improve the overall customer experience. Strong written communication, analytical curiosity, and a proactive mindset are key to success. This role is ideal for someone looking 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 Consultant Location: - Remote – India; <10% travel for team collaboration or customer workshops as needed Required Experience - 1–6 years of experience in L1/L2 support, platform operations, analytics, or other customer-facing technical roles - Demonstrated ability to resolve complex issues with precision, clarity, and speed, balancing technical accuracy with a strong customer orientation - Excellent written communication skills: able to deliver structured, professional responses and synthesize technical details into accessible language - Strong problem-solving mindset and a high degree of ownership, drives issues to resolution and looks for opportunities to improve systems, not just react - Experience spotting patterns across support tickets and proposing scalable solutions (automation, documentation, workflows) - Collaborative team player, comfortable interfacing with engineering, product, and content teams to ensure high-quality resolution and feedback loops - Motivated by the opportunity to grow within a high-performing SaaS organization operating at the intersection of supply chain, AI, and enterprise software Preferred Experience: - Experience supporting enterprise SaaS platforms or technically complex products - Background in computer science, engineering, or analytics - Familiarity with supply chain or planning concepts is a strong plus - Experience with ticketing systems (e.g., Zendesk, Freshdesk, or similar) and comfort with AI-based tooling preferred