Front Office Executive

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.

Job Summary:

As an AWS Data Engineer, you will be responsible for designing, developing, and maintaining scalable, high-performance data pipelines using AWS services. With 6+ years of experience, you’ll collaborate closely with data architects, analysts, and business stakeholders to build reliable, secure, and cost-efficient data infrastructure across the organization.

Key Responsibilities:

• Design, develop, and manage scalable data pipelines using AWS Glue, Lambda, and other serverless technologies
• Implement ETL workflows and transformation logic using PySpark and Python on AWS Glue
• Leverage AWS Redshift for warehousing, performance tuning, and large-scale data queries
• Work with AWS DMS and RDS for database integration and migration
• Optimize data flows and system performance for speed and cost-effectiveness
• Deploy and manage infrastructure using AWS CloudFormation templates
• Collaborate with cross-functional teams to gather requirements and build robust data solutions
• Ensure data integrity, quality, and security across all systems and processes

Required Skills & Experience:

• 6+ years of experience in Data Engineering with strong AWS expertise
• Proficient in Python and PySpark for data processing and ETL development
• Hands-on experience with AWS Glue, Lambda, DMS, RDS, and Redshift
• Strong SQL skills for building complex queries and performing data analysis
• Familiarity with AWS CloudFormation and infrastructure as code principles
• Good understanding of serverless architecture and cost-optimized design
• Ability to write clean, modular, and maintainable code
• Strong analytical thinking and problem-solving skills

Responsibilities:
• Modify existing WordPress and partner portal sites to spec and design
• Build new website landing pages for marketing campaigns
• Update or integrate existing CRM or marketing automation systems within websites and portals
• WordPress administration including core, theme plugin, updates, testing etc.
• Manage all technical aspects of websites including optimal performance and security

＃Must be Proficient in Swift, Objective C, Apple’s Xcode IDE

＃Knowledge of frameworks and APIs like Foundation, UIKit, and CocoaTouch

＃Apple Human Interface Guidelines

＃OpenGL or Metal, iOS graphics APIs

＃Familiarity with iOS 10 and newer OS versions

＃Knack for benchmarking and optimization

＃Experience on web service integration (SOAP, REST, JSON, XML)

＃Familiarity with cloud message APIs and push notifications

＃Using version control (e.g. SVN, GIT)

＃Excellent debugging and optimisation skills

＃Good to have backend development skills

We are hiring ReactJS Developers.

Experience - 3-5 years

Location - Ahmedabad

5 Days working 

Required Skills:

• Should be able to do code review and deployments.
• Should have experience in JavaScript, including DOM manipulation and the JavaScript object model.
• Thorough understanding of React.js and its core principles along with React-hooks, CSS3, and HTML5.
• Experience with popular React.js workflows ( Redux - Saga )
• Familiarity with newer specifications of ECMAScript 6
• Experience with data Structures libraries ( e.g., Immutable.js )
• Familiarity with RESTful APIs
• Experience with common front-end development tools such as Babel, Webpack, NPM, etc
• A knack for benchmarking and optimization
• Familiarity with code versioning tools such GIT.
• Familiarity with tools like React-Redux, immer, Qwest, connected-react-router, TSlint
• UI frameworks like Material UI and Kendo UI
• Familiar with Unit testing libraries like Jest-dom etc
• Familiar with browser-based debugging tools like React DevTools, React Developer tools, etc.
• Familiar with Webpack

• ·       3+ Yrs Solid knowledge of frontend development with a minimum of 2 years of work on ReactJS,/ React native 
• ·       Strong proficiency in JavaScript, including DOM manipulation and the JavaScript object model
• ·       Strong & thorough understanding of Reactjs and its core principles
• ·       Experience with popular Reactjs workflows such as Redux
• ·       Knowledge of isomorphic React is a plus
• ·       Familiarity with RESTful APIs
• ·       Familiarity with modern front-end build pipelines and tools
• ·       High coding standards - understanding of test coverage best practices & test pyramid concept
• ·       Familiar with Continuous Delivery approach
• ·       Experience with Distributed and Concurrent Systems, knowing the tradeoffs between stateful/stateless and synchronous/asynchronous architectures
• ·       Passion about technology and its relationship with product and user experience
• ·       Ability to work independently - identify problems, create plans and implement solutions to them

Requirements

Responsibilities

Hiring Process