L2 Support Engineer

Job Responsibilities:

1. Understand the requirements and work with different teams.

2. Create design concept and detail engineering

3. Design considering manufacturability, cost, performance and durability.

4. Conduct design review to improve product performance and resolve technical issues.

5. Knowledge in GD&T,

6. Good knowledge in Tooling, fixture and jigs would be a plus.

7. Knowledge of manufacturing / production / assembly processes would be a plus.

8. Hands on experience in various manufacturing processes would be a plus.

9. Good knowledge on any of the 3D modelling software (SolidWorks).

10. Good in engineering mechanics, strength of materials & theory of machines.

11. A good grasp of engineering and design principles

12. experience in sheet metal design, machine design, material handling equipment design etc.

13. Experience with prototype testing and evaluation is highly desirable.

14. Knowledge of manufacturing processes and assembly techniques.

15. Excellent problem-solving skills and the ability to think creatively to overcome design challenges.

16. Document and maintain comprehensive design specifications, technical reports, and project documentation

17. The Design Engineer is responsible for developing, modifying, and improving products, components, and systems based on technical requirements.

This role involves concept development, 3D modelling, prototyping, testing, and ensuring product designs meet quality, cost, and performance standards

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.

JOB DETAILS:

- Job Title: Director of Sales

- Industry: SAAS

- Experience: 8-10 years

- Working Days: 5 days/week

- Job Location: Bengaluru

- CTC Range: Best in Industry

Required Skills: SaaS (Software as a Service) Sales, Excellent Communication & Stakeholder Management, B2B SaaS products Experience, Enterprise Sales experience, Enterprise Revenue Leadership, GTM Strategy & Sales Enablement

Criteria:

* The candidate must have at least 5+ years of experience in B2B SaaS or enterprise technology sales from overall experience.

* US enterprise sales experience is preferred, with strong exposure to US enterprise sales cycles.

* The candidate must have deep experience in enterprise sales, handling large, complex, multi-stakeholder deals.

* The candidate must have driven $5M+ in annual enterprise revenue (preferably $10M+).

* The candidate must have 2+ years of people leadership experience.

* The candidate must have managed a sales team of 10+ members, including AEs and SDRs.

* The candidate must have hands-on experience building, executing, and scaling sales strategies.

* The candidate must have experience managing both inbound and outbound sales motions.

* Background in cybersecurity, deep tech, or complex technical products is preferred.

* Experience with VAR, multi-product, or consultative enterprise sales is a plus.

* The candidate must be comfortable leading revenue across global regions, with the US as the primary focus.

* The candidate must be based in Bangalore or willing to relocate.

Description  

What You Will Own

Revenue G Pipeline

• Own global enterprise revenue, with primary focus on the US
• Build and maintain a predictable pipeline across inbound and outbound motions
• Drive forecasting accuracy, deal reviews, and revenue governance
• Improve win rates, strengthen qualification frameworks, and optimize sales velocity

Team Leadership G Coaching

• Lead, mentor, and develop a high-performing sales team (pods, SDRs, AEs)
• Build a culture of accountability, high performance, and continuous learning
• Coach   the team  on enterprise selling, negotiation, and multi-stakeholder engagement.
• Set and enforce clear KPIs, performance standards, and operating rhythms

GTM, Sales Enablement G Cross-Functional Strategy

• Partner with Marketing to align top-of-funnel quality, campaigns, and messaging
• Work with Product & Engineering to channel customer insights into roadmap decisions
• Build and refine sales playbooks, messaging guides, qualification models (MEDDIC/BANT), competitive frameworks, and objection handling
• Strengthen sales enablement - onboarding, continuous training, competitive intelligence, content readiness, and deal support
• Collaborate with RevOps on CRM hygiene, reporting accuracy, forecasting discipline, and tooling
• Ensure seamless alignment across Sales, CS, Product, and Marketing

Operational Excellence

• Implement best-in-class sales processes and governance
• Improve sales efficiency across the funnel through data, insights, and process optimization
• Introduce mechanisms to increase accountability, speed of execution, and deal quality
• Establish a predictable, repeatable, and scalable sales engine

What We're Looking For

Experience G Leadership

• 8 - 10 years in B2B SaaS or enterprise tech sales
• Minimum 2 - 3 years leading and scaling sales teams
• Demonstrated ability to drive $5M annual enterprise revenue (preferably $10M)
• Experience managing both inbound and outbound sales motions
• Preferred exposure to US enterprise sales cycles

Industry G Deal Expertise

• Deep experience in enterprise sales - mandatory
• Background in cybersecurity, deep tech, or complex technical products is preferred
• Experience with VAR, multi-product, or consultative enterprise sales is a plus

Geography G Market Exposure

• Must be based in Bangalore (or willing to relocate)
• Comfortable leading revenue across global regions, with US as primary focus

Who You Are

• A strategic operator with strong bias for execution
• Exceptional coach and people leader
• Data-driven, structured, and strong on process
• Skilled communicator with executive presence
• Thrives in high-growth, high-accountability environments
• Comfortable influencing cross-functionally and navigating enterprise complexity

• The preparation of the companies QA manual control and supervision of all amendments and revisions
• Control and the distribution of all the companies quality documentation
• Monitor all quality related activities on the project
• Perform all internal and external audits on behalf of the companies management
• Verify contractor quality requirements are specified to vendors and contractor documentation submittals.
• Attend all pre-bid meetings and coordinate all project requirements with the project bidders.
• Attend client quality management meetings
• The preparation and control of project quality system management documentation prior to project commencement.
• Review quality inspection personnel qualifications and training requirements
• Monitor the disposition of all issued nonconformance reports.
• Monitor the progress and effectiveness of the project quality management system. Recommend and implement improvements when required.
• Coordinate all QA/QC activities with the site QC manager
• Coordinate all QA/QC activities with the site QA/QC procurement manager
• Coordinate all quality related correspondence with the customers representatives.
• Monitor statistical method reporting.
• Action and close all customer complaints
• Control all achieve documentation upon the completion of the project.

Accountant

Roles & Responsibilities:

• Preparing accounting entries and reconciling general ledgers

• Providing detailed analysis and explanation of transactions

• Working with the company’s accounts payable functions – maintaining invoice payment, ensuring accuracy and timeliness of payments

• Preparing monthly financial and various detailed reports

• Manage balance sheets and profit/loss statements

• Reinforce financial data confidentiality and conduct database backups when necessary

• Taking care of tax returns and making sure they’re paid in time

• Finding and addressing any discrepancy in accounting

Qualification & Experience:

• Min 5 years work experience as an Accountant

• Excellent knowledge of accounting regulations and procedures, including the Generally Accepted Accounting Principles (GAAP)

• Hands-on experience with accounting software like Tally prime

• Advanced MS Excel skills including V Lookups and pivot tables

• BSc in Accounting, Finance or relevant degree

• Design and build advanced applications for the Android platform
• Collaborate with cross-functional teams to define, design, and ship new features
• Work with outside data sources and APIs
• Unit-test code for robustness, including edge cases, usability, and general reliability
• Work on bug fixing and improving application performance
• Continuously discover, evaluate, and implement new technologies to maximize development efficiency

• BS/MS degree in Computer Science, Engineering or a related subject
• 3 years Proven software development experience and Android skills development
• Proven working experience in Android app development and
• Have published at least one original Android app
• Experience with Android SDK
• Experience working with remote data via REST and JSON
• Experience with third-party libraries and APIs
• Working knowledge of the general mobile landscape, architectures, trends, and emerging technologies
• Solid understanding of the full mobile development life cycle.

Roles and Responsibility :

- This position requires you to lead and manage the whole engineering team.

- Manage your OKRs, contribute to product strategy and help develop your team.

- Create clear career paths for team members and help them grow with regular & deep mentoring.

- You work closely with the Product Management, Business Development, and Operations team and enable them by providing scalable and high-quality technology solutions at a rapid pace.

- Architect & design technically robust, flexible, and scalable solutions.

- Lead multiple modules, third party integrations and business partners integration.

- Taking architectural decisions, defining high level and low level design.

- Track record of bringing in and growing engineering talent and more to be shared via email.

Skills you are expected to have :

- Hands-on experience in advanced Golang, Python, PHP, Reactjs, React Native PWA, Javascript, AWS Cloud Services.

- Deep understanding of technologies, high level design, low level design in a secure, scalable and available set-up.

- Deep understanding & expertise with highly transactional, large relational and complex systems.

- Hands-on experience in system design, architecture or developing distributed systems.

- Should be good in writing code keeping scalability, flexibility and monitoring at center.

- Good understanding of source control tools GIT, Jira and Bitbucket, code reviews etc.

- Preferable experience in Django and Laravel frameworks, but not limited to these only.

- Experience in the development of robust and scalable Rest APIs and APIs testing tools such as postman etc.

- Experience in micro service-based development would be a plus.

- Experience in queuing systems such as rabbitMQ, Active MQ would be a plus.

- Experience in AWS cloud services.

- Experience and understanding of CI/CD pipeline.

- Good analytical and communication skills.

- Candidates from the fintech domain would be preferred (Payments/ Banking/ Wallets/ Insurance/ Financial Markets).

About Us :

- We are a consumer lending fintech start-up on a mission to provide Fair Finance to Everyone. We have raised $15 million in debt and equity funding from leading angels that have previously backed Ola, Oyo, Myntra, Uniphore and 1mg as well as marquee NBFCs.

- Our loans are originated in partnership with 1000+ merchants who are present in over 80 cities -

- Leading healthcare chains: Indra IVF, Partha Dental, VLCC

- Home improvements: Asian Paints, Design Cafe, @home by Nilkamal

- Education : upGrad, Toppr, Board Infinity, Career Point, Bansal Learning, Miles Education E-Bikes - Ampere, Hero Electric, Lectrix, Benlng

- Our founding team has worked at fintech companies in London where they won a Banking Technology Award for Best Mobile Initiative as well as Indian FinTechs such as Coverfox and Liquiloans.

- The team has extensive experience in credit, investment banking and vendor management. They have graduated from London Business School, Northwestern University (USA), and attained the CFA charter.