Head of Technical Support (B2B SaaS)

REVIEW CRITERIA:MANDATORY:Strong Technical Support Leader profileMust come from SaaS / Enterprise Product companies (preferably high-scale transactional platforms)12+ years of experience in Technical Support / Application Support, with minimum 6–7 years leading L3 or escalations teamsProven experience handling customer escalations, Root Cause Analysis (RCA), incident ownership, and cross-functional resolution with Product & Engineering teamsExperience managing L3 Support teams of ~20+ members, including mentoring, workload planning, shift governance, and performance managementHands-on understanding of: Databases ( PostgreSQL / SQL), Middleware / Servers (JBoss, Tomcat, IIS, Nginx, Apache) and Operating Systems like Linux, Unix, WindowsEffectively coordinate with architects and engineering headsStrong capability in SLA management, ticket lifecycle governance, escalations process setup, and support dashboards/reportingWorking knowledge of Freshdesk / Jira / ServiceNow or equivalent enterprise ticketing platformsExcellent communication, customer handling, crisis de-escalation, and ability to simplify technical details for leadershipPREFERRED: Experience supporting platforms in Retail Tech, ERP, Telecom, Hospitality, EdTech, or similar high-scale industriesROLES AND RESPONSIBILITIES:As the G1 Head of Technical Support, you will be the central force ensuring an exceptional post-go-live technical experience across the company suite. You’ll oversee L3 support operations across all products, manage customer escalations, drive cross-team resolution, and build processes for visibility, accountability, and continuous improvement. This is a cross-functional, high-impact leadership role, working across engineering, QA, DevOps, customer support, and product teams to ensure that every issue is tracked, resolved, and learned from—within SLA and with a customer-first mindset.YOU WILL-Incident & Ticket Management:Own end-to-end L3 technical support governance across company products (ERP, POS,OMS, etc.)Ensure customer issues are responded to and resolved within defined SLAsDrive prioritization, root cause resolution, and engineering coordination across product teamsPersonally manage and de-escalate high-severity issues with customers and internal teamsProcess & Metrics Ownership:Define, track, and optimize support processes, SLAs, escalation workflows, and ticket lifecycle practicesBuild dashboards for SLA adherence, issue aging, bug trends, defect density, etc.Establish strong feedback loops to engineering/product based on recurring issuesRCA & Knowledge Management:Ensure timely Root Cause Analysis (RCAs) for all S1/S2 issues with actionable insightsLead trend analysis to preempt issues and recommend long-term fixes or product hardeningBuild and maintain a knowledge base to improve internal resolution efficiencyCustomer Interaction:Engage with enterprise customers on complex or long-running ticketsServe as a trusted escalation point for strategic clientsCollaborate with Customer Success and Implementation teams for seamless client experienceCollaboration & Leadership:Coordinate with Product Architects and Engineering Heads to ensure ticket resolutionBuild and mentor a lean L3 support team or tiger squads when requiredDrive a culture of accountability, learning, and proactiveness in technical supportIDEAL CANDIDATE:11+ years of experience in technical support or L3 support leadership roles in SaaS or high- scale enterprise productsStrong experience handling customer escalations, RCAs, and cross-team ticket resolutionSolid technical background (understanding of APIs, microservices, database queries, logs, debugging)Expertise in support tooling: Freshdesk, Jira, ServiceNow, etc.Excellent communication skills—able to speak fluently with both customers and engineersData-driven mindset for reporting, insights, and stakeholder updatesExperience working in retail tech, ERP, or platform businesses is a big plusPERKS, BENEFITS AND WORK CULTURE:Comprehensive health insurance coverage.Excellent rewards and recognition policy.Transparent compensation policy with no unnecessary deduction in CTC.Annual company off-site and a variety of events, celebrations throughout the year.Travelling opportunities between our offices across the country.Annual company walkathon & related sporting events.Quarterly Coffee with CEO.