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Head of Technical Support (B2B SaaS)
Technology Industry
Head of Technical Support (B2B SaaS)
Technology Industry'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
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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.
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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.
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