Design Lead

REVIEW CRITERIA:

MANDATORY:

• Strong Technical Support Leader profile
• Must 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 teams
• Proven experience handling customer escalations, Root Cause Analysis (RCA), incident ownership, and cross-functional resolution with Product & Engineering teams
• Experience managing L3 Support teams of ~20+ members, including mentoring, workload planning, shift governance, and performance management
• Hands-on understanding of: Databases ( PostgreSQL / SQL), Middleware / Servers (JBoss, Tomcat, IIS, Nginx, Apache) and Operating Systems like Linux, Unix, Windows
• Effectively coordinate with architects and engineering heads
• Strong capability in SLA management, ticket lifecycle governance, escalations process setup, and support dashboards/reporting
• Working knowledge of Freshdesk / Jira / ServiceNow or equivalent enterprise ticketing platforms
• Excellent communication, customer handling, crisis de-escalation, and ability to simplify technical details for leadership

PREFERRED:

• Experience supporting platforms in Retail Tech, ERP, Telecom, Hospitality, EdTech, or similar high-scale industries

ROLES 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 SLAs
• Drive prioritization, root cause resolution, and engineering coordination across product teams
• Personally manage and de-escalate high-severity issues with customers and internal teams

Process & Metrics Ownership:

• Define, track, and optimize support processes, SLAs, escalation workflows, and ticket lifecycle practices
• Build dashboards for SLA adherence, issue aging, bug trends, defect density, etc.
• Establish strong feedback loops to engineering/product based on recurring issues

RCA & Knowledge Management:

• Ensure timely Root Cause Analysis (RCAs) for all S1/S2 issues with actionable insights
• Lead trend analysis to preempt issues and recommend long-term fixes or product hardening
• Build and maintain a knowledge base to improve internal resolution efficiency

Customer Interaction:

• Engage with enterprise customers on complex or long-running tickets
• Serve as a trusted escalation point for strategic clients
• Collaborate with Customer Success and Implementation teams for seamless client experience

Collaboration & Leadership:

• Coordinate with Product Architects and Engineering Heads to ensure ticket resolution
• Build and mentor a lean L3 support team or tiger squads when required
• Drive a culture of accountability, learning, and proactiveness in technical support

IDEAL CANDIDATE:

• 11+ years of experience in technical support or L3 support leadership roles in SaaS or high- scale enterprise products
• Strong experience handling customer escalations, RCAs, and cross-team ticket resolution
• Solid 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 engineers
• Data-driven mindset for reporting, insights, and stakeholder updates
• Experience working in retail tech, ERP, or platform businesses is a big plus

PERKS, 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.

This candidate will be responsible for prospecting, qualifying, and generating new sales opportunities. In order to be successful in this role and meet or exceed the quota, this candidate should feel comfortable communicating with prospects via phone and email who are discovered through a variety of avenues.

Responsibilities:

• Motivated, self-driven individual who is looking to work in a lean and dynamic team.
• Identify and reach out to new business prospects/leads based on predefined criteria.
• Ideally, have experience in the technology industry prospecting and selling solution-led deals to C-level executives.
• Preferred proven SaaS or technology sales experience, in the Indian market.
• Preferred proven ability in penetrating small and large corporations to find decision-makers through various tools & platforms.
• Pitch to Prospects/Customers via cold calling.
• Develop a robust pipeline and monitor it using the Company's CRM system.
• Demonstrate operational excellence in order to relentlessly and resourcefully meet objectives.
• Prior experience in generating leads in the Indian market is essential.
• Follow up with prospects on a regular basis.
• Route BANT qualified leads & opportunities to the appropriate VPs for further discussions and closure.
• Understanding tools & platforms like Mr E, Lusha, Apollo.io, and LinkedIn is a must.

Requirements:

• Bachelor's degree or equivalent
• 1-6 years of previous inside sales experience
• Experience with CRM systems

Industry: EdTech / Professional Certification

Working Days: 6 Days a Week

Target Market: UAE / Gulf Working Professionals

Work Location: Bengaluru ( Silk Board )

Job Overview

We are looking for a result-driven Certification Sales Counsellor with proven experience in counselling and selling professional certification programs to working professionals. The ideal candidate must have strong objection-handling skills, consultative selling ability, and experience dealing with career-oriented learners.

Key Responsibilities

• Counsel working professionals on career advancement and certification programs.
• Handle inbound leads and re-activate existing enrolled customers.
• Understand the candidate's background, career goals, and suggest suitable certifications.
• Explain program value, ROI, career impact, and industry relevance.
• Handle objections related to fees, time management, employer support, and certification value.
• Close sales and achieve monthly revenue targets.
• Maintain follow-ups and nurture prospects until conversion.
• Maintain CRM updates and track sales pipeline.
• Coordinate with operations & academic teams for seamless onboarding

🔹 Ideal Candidate Profile

• 2+ years experience in Certification Sales / Career Counselling (EdTech preferred).
• Experience handling working professionals (UAE / Gulf market exposure preferred).
• Strong consultative selling & objection handling skills.
• Target-oriented and revenue-driven mindset.
• Excellent communication & negotiation skills.
• Ability to explain career pr clearly.

Fixed Salary:

Competitive as per industry standards.

Performance-Based Incentives:

• Monthly Revenue Incentives (Slab Based)
• High Conversion Bonus
• Re-activation Bonus for dormant customers
• Quarterly Performance Bonus
• Annual Top Performer Award

🎓 Career Advancement & Growth Path

We believe in internal growth and leadership development.

Growth Path:

Certification Sales Counsellor

⬇

Senior Career Consultant

⬇

Team Lead – Sales

⬇

Assistant Sales Manager

⬇

Sales Manager – UAE Market

⬇

Business Head / Vertical Head

Additional Benefits

• Career Growth in International Market (UAE Focus)
• Sales Training & Certification Sponsorship (based on performance)
• Fast-track promotion for consistent performers
• Leadership Development Program
• Performance Recognition Programs

If interested in Excellent communication with relevant experience

Key Responsibilities:

• Design, develop, and maintain data pipelines on AWS.
• Work with large-scale data processing using SQL, Python or PySpark.
• Implement and optimize ETL processes for structured and unstructured data.
• Develop and manage data models in Snowflake.
• Ensure data security, integrity, and compliance on AWS cloud infrastructure.
• Collaborate with cross-functional teams to support data-driven decision-making.

Required Skills:

• Strong hands-on experience with AWS services 
• Proficiency in SQL, Python, or PySpark for data processing and transformation.
• Experience working with Snowflake for data warehousing.
• Strong understanding of data modeling, data governance, and performance tuning.
• Knowledge of CI/CD pipelines for data workflows is a plus.
• 
  

Requirements:

• Required experience of 3 to 8 years

• Required Skill Set: Core Java, Java 8, Spring, Spring Boot, Database, Unit Testing & Rest API.

• Good to have Microservices

• Familiarity with concepts of MVC, JDBC, and RESTful

• You will be responsible to perform- requirement analysis, high-level design, coding, unit testing, and general quality assurance of the web applications

• Knack for writing clean, readable Java code

• Understanding fundamental design principles behind a scalable application

• Good to have knowledge of Spring Security, and JPA

Responsibilities:

• Designing and implementing Java-based applications.

• Analyzing user requirements to inform application design.

• Defining application objectives and functionality.

• Aligning application design with business goals.

• Developing and testing software.

• Debugging and resolving technical problems that arise.

• Producing detailed design documentation.

• Recommending changes to existing Java infrastructure.

• Developing multimedia applications.

The ideal candidate will efficiently and quickly write PHP in a timely and scalable way in order to improve the code-base of the company's products in meaningful ways. This candidate will be able to test the code and make adjustments where necessary. They should also have experience in contributing to the whole software design lifecycle. Minimum Experience Required 5-7 Years. 

Primary requirement: 

• Wordpress Theme Development 
• Wordpress Plugin Development 
• JS, AJAX, HTML, CSS 

Skills Required: 

• Have thorough knowledge of PHP, JavaScript, AJAX, jQuery, HTML5, CSS3, Bootstrap 
• Possess the ability in Angular js, React js 
• Top-notch programming skills, ability to produce quality code that is maintainable, efficient, reliable and secure. 
• Development of APIs as required. Rest or Soap API integration. 
• Strong knowledge of MVC is required 
• Must Know Framework like Laravel, CodeIgniter, Cake Php,Yii 
• Have experience in MySQL, MariaDB databases. 
• Distributed version control and regular deployments. 
• Have Good Communication skills. 

Responsibilities: 

• Write clean, well-designed code 
• Troubleshoot and test core product software to ensure strong optimization 
• Contribute to all phases of the development life cycle 

Qualifications: 

• MSC degree in computer science or related field 
• Experience of 5-7 years in Wordpress development and Application Development 
• Strong knowledge of relational databases, tools and PHP skills 

Things you’ll do: 

• Deliver stable and scalable solutions in PHP, HTML, and JavaScript 
• Update existing components to support changing needs. 
• Improve the internal team culture of high-quality software development. 
• Cooperate with team members on maintaining existing solutions beyond means of Code development. 
• Work on bug fixing and improving application performance. 
• Provide Tech Support to client 

What we offer: 

• Competitive Pay Package 
• 6 days working + Alternate Saturday Off 
• Regular increments 
• ESOP (Employee Stock Options) for exceptional candidates working with us for 5+ years 
• Work from home as per applicable limits set by management 
• Senior position to manage a team 
• Be a part of a super start-up ecosystem 

Employment type: Full-time

Location: Ahmedabad

Salary: as per company standards

We are building for the future of work by changing the way the world looks at information and data paradigms. The Meaning Engine by India-based Needle Innovision enables building solutions by processing meaningful data out of anything stored anywhere - structured, unstructured data types, distributed, at scale and more. 

In our quest to do more, we are looking for a fantastic Java Tech Lead to join us in a hybrid setting from New Delhi. Below are some (seriously important) green flags that we are looking for from you: 

🟢 Ability to build and repeat the vision, not just work on tasks in the new phase of your career

🟢 The excitement to architect awesome products and resilient teams

🟢 Preparedness to move into enterprise-ready environments 

🟢 Build team motivation, delegate smartly and create a career path

This could be an awesome launching pad for someone who enjoys working towards big-picture goals, has a keen interest in leadership, and has a deep understanding of Java technologies.  Our teams are sustained on values of care and we offer a generous number of vacation days, the opportunity to craft your calendar with flexible schedules and very soon an insurance plan for you and your loved ones. We offer a starting salary range of 10-14LPA.

What you will do: 

• Collaborate with the client to understand problem statements and provide solutions for the same.
• Explain client requirements to the project team and plan and delegate work requirements
• Ensure the applications are released to production in the committed timeline
• Work with the QA team to ensure the code developed by the team passes the necessary quality check.
• Document application changes and development updates
• Set and evolve standards and best practices for our application development team 
• .Guide and mentor junior developers and engage in regular learning activities
• Oversee development process compliance and CI activities.

What you will bring: 

• 4 years minimum detail-oriented experience as a Senior Software Engineer.
• Experience in client interactions and/or are looking forward to doing that (preferred if, you have worked in B2B application development for large enterprises 🟢)
• Prior experience of at least one large project with a few people under your belt. (🟢)
• Expert-level knowledge of Java, Spring Boot, Oracle/Postgres.
• Expert-level knowledge on one or all of Hibernate/JPA/MyBatis.
• Experience in RESTful services and fundamentals of MVC architecture.
• Experience in working with and configuring web and application servers, such as Apache/Nginx/Tomcat.
• Proficient understanding of build tools, such as Maven/Gradle and code versioning tools, such as Git/SVN.
• Ability to review specifications documents and provide technical inputs on successfully implementing business solutions.

As a Java Tech Lead, you would be expected to understand business requirements, represent Needle to external stakeholders, and have experience in working in agile teams.

If leading a squad that implements digital transformation solutions at the intersection of data science and AI excites you, and if our awesome bite-sized team inspires you to be a part of our quest, we think you could be the one to help build the impact, we are looking to building here. 

Lets talk!

• Design and construction of platform with the best possible encryption and security mechanisms
• Compare different design options and take technology-driven design decision
• Define Data model/Information model
• Define services and convert functional requirements to design
• Define APIs and implement them
• Build front end based on user experience design
• Test and Debug as required
• Write Technical Documentation
• Optimize code and design for Performance
• Design and implementation of continuous integration and deployment pipelines

Expected Qualifications and Key Skills

• Working experience in Spring, Spring-boot or equivalent, Hibernate or equivalent persistence framework.
• Working experience of No SQL databases such as MongoDB or equivalent
• Working experience of setting up Production environment including SSL certificates, logging, backup, archival, etc.
• Working experience of JavaScript frameworks such as React JS, JQuery, etc.
• Working experience of API gateways and Web services such as REST
• Working experience of using GIT
• Working experience of a dev-ops tool such as Jenkins
• Deployment experience on Azure/AWS
• Microservices design and development
• Excellent understanding of Data Structures and Algorithms
• Understanding of OOP and Design Patterns
• Works well in a team setting
• Can multitask, adapt to shifting priorities, detail-oriented
• Good work ethic, including a sense of individual responsibility
• Comfortable working on changing requirements in a growing company
• Must be analytical, flexible, innovative, and self-motivated
• Experience with payment platforms and processors would be a plus