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Head of Technical Support (B2B SaaS),
Head of Technical Support (B2B SaaS),
Talent Pro 's logo

Head of Technical Support (B2B SaaS),

Mayank choudhary's profile picture
Posted by Mayank choudhary
11 - 16 yrs
₹25L - ₹35L / yr
Gurugram
Skills
SaaS
Technical support

Strong Technical Support Leader profile

Mandatory (Company) – Must come from SaaS / Enterprise Product companies (preferably high-scale transactional platforms)

Mandatory (Experience 1) – 12+ years of experience in Technical Support / Application Support, with minimum 6–7 years leading L3 or escalations teams

Mandatory (Experience 2) – Proven experience handling customer escalations, Root Cause Analysis (RCA), incident ownership, and cross-functional resolution with Product & Engineering teams

Mandatory (Team Leadership) – Experience managing L3 Support teams of ~20+ members, including mentoring, workload planning, shift governance, and performance management

Mandatory (Technical Depth) – Hands-on understanding of: Databases ( PostgreSQL / SQL), Middleware / Servers (JBoss, Tomcat, IIS, Nginx, Apache) and Operating Systems like Linux, Unix, Windows

(to effectively coordinate with architects and engineering heads)

Mandatory (Process & Metrics) – Strong capability in SLA management, ticket lifecycle governance, escalations process setup, and support dashboards/reporting

Mandatory (Ticketing Tools) – Working knowledge of Freshdesk / Jira / ServiceNow or equivalent enterprise ticketing platforms

Mandatory (Core Skills) – Excellent communication, customer handling, crisis de-escalation, and ability to simplify technical details for leadership

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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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Shubham Vishwakarma

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