Allied Solutions LLC · 7 hours ago
Product Support Lead
Carmel, IN
Full-time
Onsite
Senior Level
5+ years expAllied Solutions LLC is seeking a Product Support Lead who will ensure the seamless operation and reliability of the organization's proprietary products. This role bridges support analysts, engineering teams, and business stakeholders, managing the product support backlog and prioritizing high-impact issues to enhance client satisfaction and operational efficiency.
Financial ServicesInformation Technology
Responsibilities
Own and manage the production support backlog across all proprietary products
Assess severity and business impact of issues; prioritize support tickets to align with business-critical objectives and financial outcomes
Work closely with engineering and product teams to ensure recurring issues are logged, escalated, and addressed within product roadmaps
Maintain visibility of backlog health, producing regular updates for leadership on SLA compliance, customer impact, and ticket volumes
Use data to identify systemic issues and advocate for root-cause fixes rather than repeated workarounds
Act as the final escalation point for high-severity Tier Two tickets requiring advanced troubleshooting
Partner with business stakeholders to assess urgency and revenue impact, ensuring critical issues receive appropriate attention
Ensure escalated issues are communicated clearly and consistently to engineering and product managers, reducing ambiguity and duplication of work
Serve as the “voice of the client” in escalations, ensuring business needs are fully understood in technical prioritization
Document resolution outcomes and feed learnings back into training and process improvement
Act as the primary liaison between product support, product management, engineering, and business units
Translate business urgency into actionable priorities for technical teams, ensuring support work aligns with company strategy
Provide leadership with regular reporting on support performance, ticket trends, and escalation outcomes
Represent the Product Support function in cross-functional meetings, ensuring that operational realities are considered in strategic decisions
Partner with business units to educate them on support processes, timelines, and SLAs
Provide guidance, coaching, and mentorship to Product Support Analysts and Senior Analysts, enhancing their troubleshooting skills and business acumen
Ensure support analysts understand prioritization frameworks, escalation protocols, and the importance of aligning work with revenue impact
Foster a culture of accountability and continuous improvement within the Product Support team
Act as a role model for customer-centric behavior and ownership of outcomes
Identify and implement opportunities to streamline the product support workflow, reducing response times and improving resolution quality
Develop and maintain documentation for recurring issues, resolutions, and troubleshooting guides to strengthen knowledge-sharing
Partner with Tier One support to offload repeatable or lower-complexity issues by creating training materials and knowledge base articles
Champion the use of data and analytics to inform decision-making, ensuring metrics drive continuous process improvement
Establish mechanisms for proactively identifying potential product risks and implementing preventive measures
Qualification
Required
Bachelor's degree or equivalent combination of education and experience in financial services technology or enterprise support
5-7 years of work-related experience
5-7 years of leadership experience
Benefits
Medical, dental and vision insurance coverage
100% company-paid life and disability coverage
401k options with company match
Three weeks PTO by the end of the first year
Company
Allied Solutions LLC
Allied Solutions uses technology based products and services to meet the insurance, lending and marketing needs of more than 6,000 financial institutions in North America.
1001-5000 employees
H1B Sponsorship
Allied Solutions LLC has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2023 (2)
2022 (1)
2021 (1)
Funding
Current Stage
Late StageLeadership Team
Brian Urbanski
EVP Corporate Services & CFO
Jeff Kircher
Senior Vice President and Chief Financial Officer
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Company data provided by crunchbase