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

Head of Technical Support (B2B SaaS)

at Technology Industry

Agency job
11 - 16 yrs
₹23L - ₹30L / yr
Gurugram
Skills
SaaS

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.
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

UK Based
UK Based
Agency job
via Visionyle Solutions by Abinayasri Tamilmani
Hyderabad
4 - 14 yrs
₹7L - ₹20L / yr
ITAM
SAM
HAM
CMDB




Visionyle is Hiring Servicenow Developer


Job Details


Job Title :Servicenow ITAM Developer

Job Location : Hybrid @ Hyderabad

Payroll firm : VisionyleSolutions ( www.visioyle.com)

Job Type : C2H


Job Description:


Key skills :


ITAM, CMDB , Integrations and Any specific to ITAM - SAM and HAM


Key Responsibilities


1) Design and develop ServiceNow solutions for Hardware Asset Management (HAM) and Software Asset Management (SAM) in alignment with enterprise processes and license compliance.


2) Enhance and maintain the Configuration Management Database (CMDB), ensuring accurate relationships, normalization, and reconciliation across CIs.


3) Build and scale SCCM, Intune, JAMF for real-time hardware and software inventory Implement discovery patterns, data imports, and CI class models aligned with CSDM and ITIL standards.


4) Develop and automate integrations between ServiceNow and systems such as SCCM,Intune, JAMF, Active Directory, Coupa, and SailPoint using IntegrationHub, REST/SOAP APIs, and MID Servers

.

5) Support CMDB and ITAM governance processes to maintain data quality, ownership, and lifecycle accuracy.


6) Create dashboards and reports for asset utilization, compliance, and lifecycle tracking.


7) Collaborate with ServiceNow Architect and Platform Owner to design solutions that scale with enterprise growth and align with platform roadmap



8) Participate in Agile ceremonies including sprint planning, design reviews, and retrospectives


9) Troubleshoot and resolve technical issues, integration errors, and data discrepancies.


10) Support upgrade planning and testing to ensure compatibility with new ServiceNow releases


11) Document design specifications, data models, and workflow logic for governance and audits.


Read more
Hiringdog Interview Platform
Noida
2 - 4 yrs
₹12L - ₹18L / yr
DevOps
CI/CD
skill iconJenkins
skill iconAmazon Web Services (AWS)
skill iconGit
+1 more

Summary


We are seeking a highly skilled and motivated Software Engineer with expertise in both backend development and DevOps practices. The ideal candidate will have a proven track record of designing, developing, and deploying robust and scalable backend systems, while also possessing strong knowledge of cloud infrastructure and DevOps principles. This role requires a collaborative individual who thrives in a fast-paced environment and is passionate about building high-quality software.


Responsibilities


Design, develop, and maintain backend services using appropriate technologies.

Implement and maintain CI/CD pipelines.

Manage and monitor cloud infrastructure (e.g., AWS, Azure, GCP).

Troubleshoot and resolve production issues.

Collaborate with frontend developers to integrate backend services.

Contribute to the design and implementation of database schemas.

Participate in code reviews and ensure code quality.

Contribute to the improvement of DevOps processes and tools.

Write clear and concise documentation.

Stay up-to-date with the latest technologies and best practices.


Qualifications


Bachelor's degree in Computer Science or a related field.

3+ years of experience in backend software development.

2+ years of experience in DevOps.

Proficiency in at least one backend programming language (e.g., Java, Python, Node.js, Go).

Experience with cloud platforms (e.g., AWS, Azure, GCP).

Experience with containerization technologies (e.g., Docker, Kubernetes).

Experience with CI/CD tools (e.g., Jenkins, GitLab CI, CircleCI).

Experience with monitoring and logging tools (e.g., Prometheus, Grafana, ELK stack).

Strong understanding of database technologies (e.g., SQL, NoSQL).

Excellent problem-solving and debugging skills.

Strong communication and collaboration skills.



Bonus Points


Experience with specific technologies used by our company (list technologies if applicable).

Experience with serverless architectures.

Experience with infrastructure as code (e.g., Terraform, CloudFormation).

Contributions to open-source projects.

Relevant certifications.

Read more
SpireEdu Services
Remote only
0 - 2 yrs
₹10000 - ₹25000 / mo
Microsoft Word
Microsoft Excel
LaTeX
Accounting
Physics
+5 more

SpireEdu Services, a prominent educational support company specializing in delivering top-tier academic solutions globally, invites Subject Matter Experts (SMEs) to join our team and contribute to solution creation on a portal. If you possess expertise in Physics, Chemistry, Statistics, Finance, or Economics, we welcome your application.

Role: As an SME, you'll be pivotal in crafting precise solutions for academic queries on the portal. Your responsibility includes offering clear, concise, and well-explained solutions to enhance students' comprehension of the subject matter. This role presents a unique opportunity to apply your knowledge and support students on their academic journey.

Qualifications:

  • Proficiency in Physics, Chemistry, Statistics, Finance, or Economics.
  • Exceptional written communication skills.
  • Passion for guiding students to success.
  • Commitment to delivering accurate and high-quality solutions.
  • Strong attention to detail and work ethic.

Responsibilities:

  • Generate accurate and well-explained solutions for academic questions on the portal.
  • Uphold a consistent standard of quality in your solutions.
  • Adhere to deadlines and exhibit a strong sense of responsibility.

How to Apply: If you are an SME in Physics, Chemistry, Statistics, Finance, or Economics, and interested in this opportunity, kindly forward your resume to [jobs DOT spireedu AT gmail DOT com]. In your email, include your relevant experience, a brief introduction, and your motivation for pursuing this position. Specify the subject(s) you are most comfortable with in your application.

Read more
B2B health insurance platform
B2B health insurance platform
Agency job
via wrackle by Naveen Taalanki
Bengaluru (Bangalore)
4 - 10 yrs
₹30L - ₹45L / yr
Product Management
Product Lifecycle Management (PLM)
Product Manager
Product development
POC
+1 more
Roles & Responsibilties
You’re Awesome At –
  • Product Sense
  • Aesthetic sense/taste in things matches with Nova - design details you like, products you like.
  • Love building products, explore new tech products constantly
  • Understand the human psyche well
  • Can think in terms of systems
  • First principles thinking
  • Extreme customer empathy - Deeply understand a user's point of view and their problems
  • Execution Sense
  • Super awesome at communication - You can articulate your thoughts really well
  • Good at team work and have leadership abilities
  • Engineering and tech team empathy - Understand how products and systems are implemented, even at a very low level
  • Are super organized in whatever you do
  • Process oriented
  • Analytical Sense
  • Measure success metrics
  • Decide based on data metrics + intuition
You’ll Be Improving & Responsible To-
  • Define the "what" to build for rest of the product team
  • Partnering with and lead cross-functional teams like Design, Engineering, Sales, Operations, etc. to set product priorities
  • Defining and socializing the roadmap of your product area through deep research and understanding of business goals
  • Bringing your solutions to market through ownership of the full product lifecycle: problem identification, solution design, spec, implementation, and validation
  • Managing competing priorities with consistency and transparency
Your Experience Across The Years in the Roles You’ve Played -
  • A total of 4-7 years of relevant work experience with B2B SaaS, B2B2C platforms
  • Preferably have worked as a software engineer for at least 1-2 years professionally or have academic background in computer science
  • Must have worked in a product management role at a tech-first organization with reputable products, for at least 2-3 years
  • Have prior experience in understanding and solutioning with APIs
  • Have a proven track record leading with complex strategic initiatives, working through technical, operational, legal/policy and business issues. Prior experience in handling client-side projects would be a plus.
  • Should be comfortable with data, analytics and decision making based on data. Should be comfortable with using data analytics tools.
  • Result oriented- Ability to find solutions to difficult problems quickly and effectively
  • Data driven, analytical and fully understand the diverse ways in which our ecosystem of products can be further adopted by our customers
  • Process orientation - ability to perform within existing systems and processes, while constantly aiming for process improvement
  • Interpersonal skills and ability to influence
  • Team Effectiveness - Ability to work in a cross-functional, dynamic environment and support fellow team members in the achievement of their goals
  • Multi-tasking - Ability to manage multiple complex projects at various stages of product development simultaneously
  • Execution driven and bias for action mindset
Your Academic Qualifications may include -
MBA and Engineering background in Computer Science are preferred
Read more
senrysa technologies (p) ltd
Manisha Acharyee
Posted by Manisha Acharyee
Kolkata
3 - 8 yrs
₹3L - ₹5L / yr
Wordpress
Shopify
plugin
Linux/Unix

Penning down a quick read about the organization and the role for your consumption and I request you to send across couple of sample work of yours which will be the first level screening to decide on the next steps of evaluation.

 

Expectations from the role –

 

·        Designing and building the website front-end.

·        Creating the website architecture.

·        Designing and managing the website back-end including database and server integration.

·        Generating WordPress themes and plugins.

·        Conducting website performance tests.

·        Troubleshooting content issues.

·        Monitoring the performance of the live website

·        Proven work experience as a WordPress Developer.

·        Knowledge of front-end technologies including CSS3, JavaScript, HTML5, and jQuery.

·        Knowledge of code versioning tools including Git, Mercurial, and SVN.

·        Experience working with debugging tools such as Chrome Inspector and Firebug.

·        Good understanding of website architecture and aesthetics. 

Read more
rrayze business solution
Gurugram
2 - 3 yrs
₹3L - ₹5L / yr
Sales
Business Development
Consultative Selling
Communication Skills
Effective communication
+2 more

Rrayze is a Business Consulting Company and has a presence in 8 countries (India, Dubai, Singapore, Malaysia, Canada, USA, Netherland, Germany and Australia) and 13 states across India. We also have associate tie-ups in the rest of the states. We provide a full range of services with a team of 450+.

Rrayze is into multiple Business segment like Finance, HR Outsourcing, Recruitment, Start-up funding and Compliances etc.

This position is with our Recruitment segment. For more detail, visit our website http://www.rrayze.com/">www.rrayze.com

Position: Business Development Manager
Location –Golf-Course Extension, Gurgaon (On-site)
CTC – 3-5 LPA

 

  • Job Description

 

  • Generating Enquiries & Closing the Transactions for recruitment and business consulting
  • Handling Presales: Responsible for generating leads through market research/calling/Online data for hiring requirement
  • Regularly be in touch with potential clients to develop synergy
  • Preparing & Sharing Presentations/Proposals with Potential Clients as per their requirement
  • Elaborate the terms of hiring
  • Guide the activities and operations of sourcing team to ensure revenue goals are achieved.
  • Maintaining Database of potential Clients

 

  • Desired Candidate:
    • MBA
    • Interest in B2B/Corporate Sales
    • 2-3 years of experience in B2B Sales
    • Candidate from Recruitment industry will be preferable
    • Good hands on MS Office including Powerpoint, Excel & Word
    • Proactive, Street Smart
    • Ideally should be from Gurgaon

 

  • Key Skills
    • Great Communication Skills
    • Good EQ
    • Proactive Business Development Professional
    • Good hands on MS Excel, Powerpoint
    • Good knowledge of using LINKEDIN & Tools

 

 

 

Read more
Srijan Technologies
at Srijan Technologies
6 recruiters
Adyasha Satpathy
Posted by Adyasha Satpathy
Remote only
8 - 16 yrs
₹25L - ₹32L / yr
skill iconMachine Learning (ML)
skill iconData Science
Natural Language Processing (NLP)
Computer Vision
recommendation algorithm

Srijan Technologies is hiring for Delivery Manager - Data Science/Data Engineering
with a permanent WFH option.

Notice: Immediate joiners or candidates with 30 days of notice period are preferred.

Required Skills/Experience: • Overall Experience of 10+ years in the Industry • Good experience in Agile methodology • Experience in delivering Data engineering and data integration projects is a must • Experience in delivering Analytical programs is a must • Experience in delivering AI / ML projects will be an added advantage • Analytical skills • Well-developed interpersonal skills • Commercial awareness • Effective Communication • Team working skills • Ability to motivate people • Management and leadership skills

 

Read more
Voizworks
at Voizworks
4 recruiters
Mriganka Singh
Posted by Mriganka Singh
Mumbai
2 - 3 yrs
₹5L - ₹6L / yr
Creative Writing
Search Engine Optimization (SEO)
Microsoft Office
Communication Skills
Social Media Marketing (SMM)

Duties and Responsibilities

  • Writing clear and error-free content for a website that reflects the company’s voice
  • Meeting with clients to understand their message, brand voice and target audience
  • Proposing copy concepts in an engaging way for clients and carrying out projects once they are approved
  • Interpreting creative direction and technical information and turning them into persuasive copy concepts
  • Collaborating with PR and marketing departments to brainstorm and develop a variety of marketing materials
  • Working with clients to edit and modify the copy to meet their content expectations

Skills and Qualifications

  • Bachelor’s degree or equivalent experience in communication or marketing
  • Experience producing copy for print and digital media channels
  • Proven success in producing copy for advertising or marketing campaigns
  • Exceptional skill in social media writing, including use of hashtags and relevant acronyms
  • Proficiency with common office software
  • Experience with SEO concepts and social media marketing
  • Creativity, adaptability and the ability to work collaboratively with a team
  • 2-3 years of experience in creative copywriting. 

Location: Mumbai


Salary: 5-6 LPA
Read more
Merabo Labs
at Merabo Labs
2 recruiters
Manasranjan Giri
Posted by Manasranjan Giri
Bengaluru (Bangalore)
5 - 8 yrs
₹25L - ₹40L / yr
Product Management
product manager
Product Strategy
Growth Hacking
consumer experience
+1 more
Dealshare is the fastest growing social commerce startup with presence in 20+ cities across Rajasthan, Gujarat and Maharashtra. Our idea is to build an e-commerce platform for the masses, where the focus is to provide not just low prices and right assortment but also a fun-filled addictive shopping experience with vernacular browsing. Based on word of mouth virality, generated as a result of price value, ease of sharing and engaging shopping experience DealShare is delivering 20K+ orders everyday in our markets. Our platform is serving as a launchpad to boost regional/local brands and manufacturers by increasing their geographical footprint making them competitive in markets dominated by larger players.

Dealshare is founded by ex-Microsoft/Myntra/Metro Cash & Carry - IIT/IIM alumni passionate about building an inclusive e-commerce platform relevant across all social stratum. In this endeavour, we are backed by some marquee investors like Matrix Partners, Falcon, and Omidyar. We plan to reach 100 cities by 2021 and for this goal, we are looking for equally passionate folks to join us.

About the role:
DealShare is looking for a senior product manager to drive customer engagement and business growth. The potential candidate will be an innovative problem solver with strong analytical skills honed at aggressively growing company in consumer internet space preferably at cusp of gaming and commerce.

Primary Responsibility:
  • Build and implement strategies to ensure continuous growth of customer engagement leading to better retention and lifetime value of customer
  • Own and monitor all key customer growth metrics. Build a robust analytics infrastructure to track these metrics
  • Employ advanced data and statistical tools to build intelligent solutions around customer and business problems
  • Advocate for what should be the priority and align stakeholders while solving for any concerns.
  • Get things done by working with cross-functional teams displaying ability to collaborate, multitask and drive best possible decisions and outcomes

Candidate Profile:
  • Overall 5+ years of professional experience with 3+ years in product management in internet industry. Software engineering experience will be preferred.
  • Engineering graduate from premium institute. Post graduate will be preferred.
  • Experience building solutions using data science/big data/machine learning a big plus
  • Experience with Agile and lean processes a plus
  • Should display traits of a good leader, with empathy for customers and stakeholders
  • Ability to thrive with ambiguity in a dynamic environment is a must
Read more
Casey Foods Opc Pvt Ltd
at Casey Foods Opc Pvt Ltd
14 recruiters
Hr Caseyfoods
Posted by Hr Caseyfoods
Bhubaneswar
3 - 5 yrs
₹1L - ₹3L / yr
Digital Marketing
Google Adwords
Google Adsense
Search Engine Optimization (SEO)
Web Analytics
+2 more

Responsibilities and Duties

1.Create, categorize and refine keyword lists to create a comprehensive campaign that drives qualified visitors to our site

  1. Perform management of PPC accounts on Google AdWords, Yahoo, Bing, and other search platforms for a variety of clients.
  2. Assist in the maintenance and monitoring of keyword bids, budget caps, and other important account metrics.
  3. Create online banner adverts and oversee pay per click (PPC) ad management
  4. Track and analyze website traffic flow and provide regular internal reports
  5. Manage and maintain updates for keyword lists.
  6. Provide recommendations and execute strategies for keyword opportunities, campaign structuring, targeting,

 display network, and other facets of paid search in accordance with client goals.

  1. Familiarity with Google Adwords reporting interface

Job Requirements:

  • Experience in Search Engine Optimizations (SEO) Search Engine Marketing (SEM) and Paid Search (PPC).
  • Proficiency in MS Office
  • Experience working with AdWords and Bing Ads
  • AdWords certification required
  • Ads 360 experience (previously Double-click Search)
  • BS/BA degree preferred
  • Agency experience preferred
  • High proficiency with Google Analytics, Bing Analytics, and other website analytics software
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