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.
Shubham Vishwakarma
Full Stack Developer - Averlon
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