Job Description

Intuitive Analytica, an AI-first SaaS company building HookedCRM, an advanced call-center CRM platform with integrated telephony, AI call analysis, and workflow automation, is seeking a highly motivated Support Lead to join our growing team.

The ideal candidate will be part of the customer support operations, ensure world-class response times, and serve as the bridge between customers, engineering, and product. This role is critical to customer retention, operational excellence, and product quality.

As Support Engineer, you will participate in inbound support channels, scalable support processes, and proactively identify system or workflow issues before they impact customers. You will play help in shaping customer experience across telephony infrastructure (Twilio/BYOC), CRM workflows, AI transcription, call routing, and reporting modules. This position offers a unique opportunity to help scale a high-growth SaaS product serving call centers, agencies, and enterprise clients nationwide.

Responsibilities:

• Customer Support Operations: manage day-to-day support operations (email, chat, ticketing system), ensure SLA adherence, and develop escalation frameworks.
• Telephony and CRM Issue Resolution: Troubleshoot issues related to call routing, queue logic, user assignment, barge, whisper, monitoring functionality, webhook timeouts, telephony errors, and coordinate with engineering on infrastructure debugging (Twilio, SIP trunking).
• AI and Product Support: Resolve issues related to call recording, transcription, and AI summaries; assist customers with AI transcription, summarization, and analytics modules; and diagnose data inconsistencies in reporting and dashboards.
• Process Improvement and Reporting: Support KPIs (First Response Time, Resolution Time, CSAT), identify recurring issues, support root cause analysis, and recommend automation opportunities.
• Documentation and Knowledge Base: Maintain help guides, FAQs, internal runbooks, standardize troubleshooting playbooks, and build onboarding documentation.
• Collaboration: Provide structured feedback loops to product and engineering teams, and partner with Customer Success to support onboarding, data migration, configuration setup, and improve retention.

Requirements:

• Experience: Experience in SaaS support, with experience in a leadership or senior support role.
• Technical Proficiency: Familiarity with telephony systems (Twilio, SIP, PSTN, VoIP) strongly preferred; experience supporting CRM or call-center software preferred; understanding of APIs, webhooks, and basic log debugging; familiarity with AWS and databases such as MongoDB and Postgres is a plus.
• Tools: Experience with ticketing systems (Zendesk, Freshdesk, HubSpot, etc.), comfort working with logs and HTTP error codes, and familiarity with Slack,Notion, GitHub, or similar collaboration tools.
• Skills: Strong problem-solving, structured thinking, communication skills (ability to explain complex technical issues to non-technical customers), and strong ownership mindset.
• Work Style: Ability to operate in a fast-paced startup environment, comfortable working cross-functionally, and ability to work independently.
• Preferred Experience: Experience supporting call-center platforms (e.g., Five9, RingCentral), experience in regulated industries (Insurance or Financial Services), familiarity with compliance considerations (TCPA, STIR/SHAKEN), and experience implementing support automation.

Location: Columbia, MD