Cutshort logo
E-Commerce Industry  logo
Head of Technical Support (B2B SaaS)
E-Commerce Industry
Head of Technical Support (B2B SaaS)
Peak Hire Solutions's logo

Head of Technical Support (B2B SaaS)

at E-Commerce Industry

Agency job
11 - 16 yrs
₹20L - ₹30L / yr
Gurugram
Skills
SaaS
Incident management
Process management
Process improvement
Process automation
Process Optimization
Process flow
Sales process
Business process management
RCA
Root cause analysis
Knowledge management
Knowledge transfer
Knowledge sharing
Knowledge base
Customer Relationship Management (CRM)
Customer Service
Customer Support
Customer Success
Customer Retention
Customer Acquisition
Voice of the customer
Know your customer
skill iconLeadership
Team leadership
Leadership development
Strategic leadership
Thought leadership
Organizational leadership

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.
Read more
Users love Cutshort
Read about what our users have to say about finding their next opportunity on Cutshort.
Shubham Vishwakarma's profile image

Shubham Vishwakarma

Full Stack Developer - Averlon
I had an amazing experience. It was a delight getting interviewed via Cutshort. The entire end to end process was amazing. I would like to mention Reshika, she was just amazing wrt guiding me through the process. Thank you team.
Companies hiring on Cutshort
companies logos

Similar jobs

Delhi, Gurugram, Noida, Ghaziabad, Faridabad
0 - 5 yrs
₹3L - ₹4.5L / yr
Asset management
Asset accounting
Advent Corporate Actions
Compliance
Global Trade Services
+2 more

Job Role: Asset Servicing Associate

Job Location: Gurugram (Onsite)

Job Type: Full Time.


Relevant Experience:

  • Minimum 6 months experience in asset servicing or corporate actions processing.
  • Exposure to dividends, bonuses, rights, mergers, splits, buybacks.
  • Experience coordinating with custodians, NSDL/CDSL, brokers.
  • Knowledge of entitlement processing and reconciliation


Key Skills:

  • Corporate actions lifecycle
  • Reconciliation & exception handling
  • Excel & MIS reporting
  • Documentation & regulatory compliance
  • Stakeholder coordination
Read more
Hashone Careers
Hashone Careers
Agency job
Bengaluru (Bangalore), Pune, Hyderabad, Chennai, Coimbatore, Noida, Indore, Kolkata, Jaipur
7 - 11 yrs
₹10L - ₹30L / yr
skill iconJava
Apache Camel
Spring framework
Azure Devops
RESTful APIs
+4 more

Integration Developer


ROLE TITLE

Integration Developer


ROLE LOCATION(S)

Bangalore/Hyderabad/Chennai/Coimbatore/Noida/Kolkata/Pune/Indore


ROLE SUMMARY

The Integration Developer is a key member of the operations team, responsible for ensuring the smooth integration and functioning of various systems and software within the organization. This role involves technical support, system troubleshooting, performance monitoring, and assisting with the implementation of integration solutions.


ROLE RESPONSIBILITIES

·       Design, develop, and maintain integration solutions using Spring Framework, Apache Camel, and other integration patterns such as RESTful APIs, SOAP services, file-based FTP/SFTP, and OAuth authentication.

·       Collaborate with architects and cross-functional teams to design integration solutions that are scalable, secure, and aligned with business requirements.

·       Resolve complex integration issues, performance bottlenecks, and data discrepancies across multiple systems. Support Production issues and fixes.

·       Document integration processes, technical designs, APIs, and workflows to ensure clarity and ease of use.

·       Participate in on-call rotation to provide 24/7 support for critical production issues.

·       Develop source code / version control management experience in a collaborative work environment.


TECHNICAL QUALIFICATIONS

·       5+ years of experience in Java development with strong expertise in Spring Framework and Apache Camel for building enterprise-grade integrations.

·       Proficient with Azure DevOps (ADO) for version control, CI/CD pipeline implementation, and project management.

·       Hands-on experience with RESTful APIs, SOAP services, and file-based integrations using FTP and SFTP protocols.

·       Strong analytical and troubleshooting skills for resolving complex integration and system issues.

·       Experience in Azure Services, including Azure Service Bus, Azure Kubernetes Service (AKS), Azure Container Apps, and ideally Azure API Management (APIM) is a plus.

·       Good understanding of containerization and cloud-native development, with experience in using Docker, Kubernetes, and Azure AKS.

·       Experience with OAuth for secure authentication and authorization in integration solutions.

·       Strong experience level using GitHub Source Control application.

·       Strong background in SQL databases (e.g., T-SQL, Stored Procedures) and working with data in an integration context.

·       Skilled with Azure DevOps (ADO) for version control, CI/CD pipeline implementation, and project management.

·       Experience in Azure Services, including Azure Service Bus, Azure Kubernetes Service (AKS), Azure Container Apps, and ideally Azure API Management (APIM) is a plus.


GENERAL QUALIFICATIONS

·       Excellent analytical and problem-solving skills, with a keen attention to detail.

·       Effective communication skills, with the ability to collaborate with technical and non-technical stakeholders.

·       Experience working in a fast paced, production support environment with a focus on incident management and resolution.

·       Experience in the insurance domain is considered a plus.

EDUCATION REQUIREMENTS

·       Bachelor’s degree in Computer Science, Information Technology, or related field.

 

 

 

 

Read more
Avalon Solution
Prasanna Rode
Posted by Prasanna Rode
Madhya Pradesh, Indore
1 - 3 yrs
₹2.4L - ₹4.5L / yr
Adobe Photoshop
skill iconAdobe Illustrator
skill iconFigma
Adobe Indesign

Job Title: Graphic Designer

 

Job Type: Full Time

 

Location: Indore

 

Summary/Objective:

 

We are seeking a highly skilled Graphic Designer to join our dynamic team at Avalon Solutions, preferably with expertise in the fashion & luxury sector. The ideal candidate will be proficient in utilizing AI tools for creative designs and have a strong skill set for creating compelling visuals for social media and digital platforms.

 

Responsibilities/Duties:

 

1.   Design Creation:

 

  • Create innovative, high-end designs for various luxury products, tailored for social media graphics and website elements, good to have experience in jewelry industry.
  • Collaborate with marketing and other teams to grasp project requirements and objectives.
  • Incorporate cutting-edge design techniques, including AI tools, to produce innovative visuals.

 

2.   Brand Consistency:

 

·        Create engaging content for social media platforms and digital marketing campaigns.

·        Ensure designs are optimized for different platforms and adhere to brand guidelines.

·        Work closely with the marketing team to contribute to the evolution of the brand identity.

 

3.   Software Proficiency:

 

·        Proficiency in graphic design software such as Adobe Photoshop, Illustrator, InDesign, and experience with AI design tools.

·        Stay updated on industry trends and design tools to enhance creativity and efficiency.

·        Excellent skills in color theory, typography, and layout design.

 

4.   Feedback Incorporation:

 

·        Receive and incorporate feedback from stakeholders into design iterations.

·        Present design concepts and ideas to team members for review and approval.

 

5.   Project Management:

 

·        Manage multiple design projects simultaneously and meet deadlines.

·        Collaborate with other designers and cross-functional teams to ensure project success.

 

Qualifications/Requirements:

 

Education:

·        Bachelor’s degree in Graphic Design, Visual Arts, or a related field.

 

Experience:

 

·        1 to 3 years of professional graphic design experience.

·        Experience in the e-commerce, jewelry or luxury industry is ideal.

·        Good to have experience in marketing or advertising agency.

 

Skills:

 

·        Strong creative and conceptual thinking.

·        Excellent communication and collaboration skills.

·        Ability to work collaboratively and independently.

·        Attention to detail and the ability to work independently.

 

How to Apply:


Kindly send your updated resume and your portfolio link. In your portfolio, highlight projects relevant to the luxury industry, especially any work related to jewelry design.

 

Contact us:

 

Avalon Solutions Pvt. Ltd.

PSP - 11, Scheme 78, Vijay Nagar, Indore 452010, MP

www.AvalonSolution.com

 

Read more
binaryel
at binaryel
1 recruiter
Chetan S
Posted by Chetan S
Pune
5 - 10 yrs
₹7L - ₹12L / yr
Software Testing (QA)
Selenium
cypress
Load Testing
Performance Testing
+3 more

Looking for a Lead/Senior Tester. This role is a mix of Managerial + Testing. A prior experience in handling teams is good.
Must have minimum 2 years of Manual experience with 2 years of Automation.
Knowledge of testing webapps is must.

Candidate must have good communication skills.

Experience in Selenium or cypress is must.

Prior background of financial application is good to have

 

 

About the company : VF is headquartered in New york and has an office in Pune. We provide SaaS platform for Brokers/ Employers and Insurance companies for better Insruance management

Read more
ED-Tech Startup
ED-Tech Startup
Agency job
via Qrata by Revathi Satish
Bengaluru (Bangalore)
3 - 5 yrs
₹20L - ₹25L / yr
skill iconNodeJS (Node.js)
skill iconReact.js
skill iconRedux/Flux
Web Realtime Communication (WebRTC)
Redux
Roles & Responsibilities

● Working as a Software Engineer
● Contribution in solutioning for any given problem statement
● Design, develop, modify, implement, and support software components
anywhere in the Software stack.
● Determine the root cause for the most complex software issues and
develop practical, efficient, and permanent technical solutions.
● Assist in task planning, estimation & scheduling
● Determine process improvements, best practices, and develop new
processes.
● Work with the Architecture team whenever is required

Desired Skills

● Bachelor's/Master's Degree in Computer Science or related field.
● Should be good in backend technologies like NodeJS using frameworks
● Having Python working experience is a plus
● Should be amazingly good in javascript technologies like ReactJS, SSR
using ReactJS(Framework - NextJS)
● Should be good in working with databases (MySQL/MongoDB)
● Good to have Cloud knowledge on AWS
● Good to have knowledge on CI/CD, Docker,Jenkins
● Excellent analytical and problem-solving skills
Read more
Techsperia
at Techsperia
1 recruiter
Akash Mehta
Posted by Akash Mehta
Mumbai
1 - 2 yrs
₹5L - ₹7L / yr
skill iconAngularJS (1.x)
skill iconAngular (2+)
skill iconGitHub
skill iconVue.js
skill iconJavascript
+2 more
The ideal candidate is a creative problem solver who will work in coordination with cross-functional teams to design, develop, and maintain our next-generation websites and web tools. You must be comfortable working as part of a team while taking the initiative to take lead on new innovations and projects.

Responsibilities

Understand requirements and translate that to product features.
Should be able to lead a team of developers and designers and communicate status to customers.
Should be efficient in developing and implementing best practices and write a smart piece of code.
Coding standards should be followed, and the code should be highly performant.
Should be able to do impact analysis and document the design of the components.
Should be able to develop reusable components using proper design patterns as listed by lead/architect so that it is extensible.
Should be able to integrate frontend with backend REST apis.

Essential Skills

Strong experience in Typescript
At least 1 - 2 years of experience using HTML, CSS, JavaScript & Angular Js, or React Js
Basic experience in at least one server-side technology (Java, PHP, NodeJS, Python, Ruby)
Ability to multi-task, organize, and prioritize.  
Read more
Client of Kavine Infoservices @ HYD
Client of Kavine Infoservices @ HYD
Agency job
via Kavine Infoservices Private Limited by M Srinivasa Prasad
Hyderabad
5 - 10 yrs
₹10L - ₹19L / yr
Guidewire
skill iconJava
J2EE
GOSU
Universal Plug and Play (UPnP)
+2 more

Position : Lead / Developer - Guidewire

Experience : 7 – 12 Yrs

Client : a Digital Transformation Company

Location : Hyderabad, IND

Key Skills :  Java/J2EE, Gosu, GW plug-ins, Jenkins/Mavens/TFS, Guidewire BillingCenter Functional & Integration, GX model, BillingCenter data model, P&C Insurance domain, SQL, JMS, Message Queue

Skills Required : 

  • Hands on Experience of Document Integration in Policy Center and Billing Center.
  • Hands On experience in Rating Management(Rate table, routines, Product Model etc)
  • Hands on Experience with Billing Center Components like Invoice, Disbursement, Deliquency, Payment Plan, Billing Plan etc.
  • Hands on Experience in Configuration and Entity customization.
  • Should ready to relocate Hyderabad.
  • Pre Covid WFH, post Covid need to work from office.
  • Should ready to work in US Shifts (EST Timings)
Read more
Skandhanshi Infra Projects
Bengaluru (Bangalore)
3 - 8 yrs
₹3L - ₹14L / yr
Facebook Marketing
Social Media Marketing (SMM)
Digital Marketing
• Planning , Researching, Analyzing and Reviewing SEO Strategy including competitor analysis, website analysis and search engine optimization. • Planning digital marketing campaign including web, SEO/SEM , email, social media and display advertising. • Measuring and reporting of all digital marketing campaigns, and to make assessments against goals(ROI and KPIs). • Plan, execute and measure experiments and conversion tests, instrument conversion points and optimize user funnels. • Utilize strong analytical ability to evaluate end to end customer experience across multiple channels and customer touch points. • Creating and updating profiles and information in social media platforms. • Launch optimized online adverts through Google Adwords, Facebook etc. to increase company and brand awareness. • Developing engaging, creative, innovative scheduled post for Facebook, Instagram and twitter which will enlighten audiences and create brand awareness. • Monitors and develop reports on competitor activity with social media spaces • Tracking the links and building customized Seo reports. Required Knowledge & Skills: • Should understand social media platforms like Facebook, Twitter, Youtube, Linkedin. • Online reputation management- Social listening and responses. • Handling the reviews and ratings on google play store and app store. • Understand the brand and accordingly build and maintain the reputation of the brand online. • Clients SMS & Email communications flow. • Business partner acquisition from Social Media Like FB & Youtube. • Basic knowledge about MIS and few excel formulas Like ( Vlook up, Pivot, IF , AND , OR). • Closely working with top management if required.
Read more
PivotRoots
at PivotRoots
6 recruiters
Anam Mujawar
Posted by Anam Mujawar
Mumbai
6 - 9 yrs
₹7L - ₹10L / yr
Copy Writing
Strategist
Content Strategy

Company profile:

 

PivotRoots summarize all data points across media, design and technology to provide our partners with simplified yet effective consumer-experience led digital strategies.

 

Company website: http://www.pivotroots.com/#slide1">http://www.pivotroots.com/#slide1

 

Our clientele include:

 

Amazon prime, Disney, Spaces, Dr. Fixit, etc.

 

Our Core Pillars are:

 

  • Making complex strategies simple yet effective
  • Bridging ideas with technology & communication
  • Creating an experience

 

Key Service Portfolio:

 

  • Strategy & Consulting: Strategic planning | Media planning | User Experience Design | Performance marketing | Analytics & optimization
  • Biddable Media: Search engine marketing | Display | Affiliate marketing | Mobile marketing | Social media
  • Earned & Owned Media: Search engine optimization | Social media marketing | Content marketing | Data analytics | Website maintenance
  • Experiential Marketing: Mobile app design| Web site strategic planning | Website development | Domain Hosting | Campaign Creatives
  • Technology Led Solutions: Mobile app development | Single-view multichannel dashboard | Real time campaign monitor | Lead management

 

Perks, Benefits and Work Culture...

 

We are a passionate team working together towards the common goal of growth and innovation  for the organization and ourselves. Along with Monthly Rewards and Recognition Programs, we also provide Health Insurance (Family cover) and adhere to a ZERO tolerance POSH Policy. Birthdays, Anniversaries and achievements of our employees are celebrated with great enthusiasm.

 

Every first Saturday of the month is working, which is when we usually organize interactive learning sessions and fun activities. And oh, the scrumptious Saturday lunch is on the house!

 

You’ll find that it’s an exciting and vibrant place to work at, where you’ll connect with diverse and talented people. We look forward to you becoming an integral part of our team

Our  aim is  to enable you with the direction, support, and resources you require to be successful. PivotRoots is a place where you can make a difference, learn, and grow as you contribute and share in our mutual success.

 

Responsibilities:

 

  • Understand client’s business, strategy and product offerings.
  • An Integrated part in Ideating & deriving 360˚ strategies along with the research team
  • Edit and produce online marketing campaign strategy and content while working closely with web designers on page layout, content organization and graphics.
  • Edit content for grammar, accuracy, clarity, readability, consistency, and coherence.
  • Manage a project from start to completion.
  • Independently research subject matter.
  • Self-educate through engineering documentation and product use.
  • Develop compelling original content (whitepapers, case studies, newsletters, web content, data sheets, presentations, Blogs, etc.)
  • Produce customized templates/Collate technical & functional information

 

Must to have:

  • Qualification in BA/MA/ BMM OR any postgraduate in Copywriting/Copy crafting.
  • Must have a strong portfolio of live work which must include creative copy written for websites and other digital collaterals.
  • Clear, concise and compelling copywriting and editing proofreading skills.
  • 6+ Yrs of experience in Digital Marketing

 

Address: Trade Star, 803, B wing, Andheri - Kurla Rd, Andheri East, Mumbai, Maharashtra 400059

Read more
JS TechAlliance Consulting Pvt Ltd.
Indore
4 - 7 yrs
₹6L - ₹12L / yr
skill iconAndroid Development
Android Studio
Android SDK
JS TechAlliance is looking for Senior Android Developer responsible for the development and maintenance of applications aimed at a range of Android devices including mobile phones and tablet computers. Your primary focus will be development of Android applications and their integration with back-end services. You will be working alongside other engineers and developers working on different layers of the infrastructure. Therefore, a commitment to collaborative problem solving, sophisticated design, and the creation of quality products is essential . Job Description - Job Title: Expert Android Developer Job Location: Indore, Madhya Pradesh, India Salary : Open Joining : Immediate Job Purpose: The Android Engineer is responsible for building advanced applications for the Android Platform. The candidate is required to work closely with Development, QA, Project Managers, Designers, and other team members daily to ensure the timely and cost effective delivery of the final product that exceeds client expectations. Essential Duties & Responsibilities: Responsible for developing, enhancing, and designing a world-class mobile application for our platform Implement and enhance the Android mobile application alongside a team of world-class developers, designers and software architects Responsible for choosing libraries and frameworks to best meet the needs of the application Translate technical designs into quality-engineered code using industry best practices and standards-based development Perform extensive unit testing, system testing, and regression testing Assist in the deployment to testing, staging, and production environments Update technical documentation as needed Updated and maintain automated build environments Work with fellow engineers, developers, designers to create a secure, seamless mobile experience Qualifications, Experience, Education: BS/MS degree in computer science, or equivalent Total 8+ years of software development experience and design patterns. 4+ years of experience with Android platform (intents, services, threading, activity, fragments, etc.) building apps that have been successfully delivered to customers. Experience with Android NDK/SDK and mobile design patterns. Demonstrated ability to develop logic code Ability to work with versioning tools (GIT, SVN, etc.). Knowledge of C++, OpenGL/Android desired. Experience with XMPP services, RTP/RTSP/RTCP and networking protocols desired. Exceptional analytical aptitude and attention to detail. Cognizant of threading issues, performance and caching techniques. Excellent organizational and problem solving skills. Strong verbal and written English communication skills. Ability to multitask in a fast, dynamic environment and maintain a professional and positive attitude with team members. If you are interested , kindly send your updated resume along with following details on [email protected] and let me know your availability for Telephonic or Skype call for first briefing round Regards HR
Read more
Why apply to jobs via Cutshort
people_solving_puzzle
Personalized job matches
Stop wasting time. Get matched with jobs that meet your skills, aspirations and preferences.
people_verifying_people
Verified hiring teams
See actual hiring teams, find common social connections or connect with them directly.
ai_chip
Move faster with AI
We use AI to get you faster responses, recommendations and unmatched user experience.
Did not find a job you were looking for?
icon
Search for relevant jobs from 10000+ companies such as Google, Amazon & Uber actively hiring on Cutshort.
companies logo
companies logo
companies logo
companies logo
companies logo
Get to hear about interesting companies hiring right now
Company logo
Company logo
Company logo
Company logo
Company logo
Linkedin iconFollow Cutshort
Users love Cutshort
Read about what our users have to say about finding their next opportunity on Cutshort.
Shubham Vishwakarma's profile image

Shubham Vishwakarma

Full Stack Developer - Averlon
I had an amazing experience. It was a delight getting interviewed via Cutshort. The entire end to end process was amazing. I would like to mention Reshika, she was just amazing wrt guiding me through the process. Thank you team.
Companies hiring on Cutshort
companies logos