Lead Generation ,Business Development executive , Ourbound sales

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.

I'm seeking someone passionate about design who wants to gain real-world product-building experience for their portfolio. Goalbook is an early-stage project—an AI-based goal assistant currently in the prototype phase. We're building the MVP to test market viability and refine the user experience.

I'm looking for a designer who’s excited about crafting intuitive, user-centered experiences and eager to understand user needs and expectations deeply.

Ideal candidate:

• Has strong UI design skills
• Is curious and committed to user research
• Is enthusiastic, self-motivated, and willing to learn
• Experience level doesn't matter—as long as you're driven to grow and create

If you're someone who loves turning ideas into thoughtful, usable designs, let’s connect!

• Good knowledge in PHP , Linux and DB.
• Good knowledge in Laravel, Codeigniter Framework or any Framework.
  
• Good knowledge in Javascript.
• Candidate must have a good experience in Practical PHP, OOPS & SQL concepts.

Company Description

Web Glaze Services is an IT company based in New Delhi. We specialize in web development, digital marketing, print media, and app services. With over 8 years of experience, we have successfully delivered more than 500 websites and have expertise in SEO/SMO to help establish your brand. Our team of dedicated professionals is committed to providing top-quality IT services with 24/7 support.

Role Description

This is a full-time on-site role for a Sales Executive at Web Glaze Services. As a Sales Executive, your main responsibility will be to generate new leads and maintain relationships with existing clients. Specifically, you will focus on sales for our education portal, which includes calling and building relationships with schools and parents. Additionally, you will be responsible for meeting sales targets, conducting sales presentations, negotiating contracts, and providing excellent customer service. You will also be expected to analyze market trends to identify opportunities for growth and to develop strategies to improve sales performance.

Qualifications

• Minimum 1 to 2 years of proven experience in sales, preferably in the IT or education industry
• Excellent communication and interpersonal skills
• Strong negotiation and persuasion abilities
• Ability to build and maintain client relationships
• Knowledge of web development and digital marketing services
• Self-motivated with a results-driven approach
• Degree in Business Administration or related field
• Fluency in English and Hindi

• Review and analyze system specifications
• Collaborate with QA engineers to develop effective strategies and test plans
• Execute test cases (manual or automated) and analyze results
• Evaluate product code according to specifications
• Create logs to document testing phases and defects
• Report bugs and errors to development teams
• Help troubleshoot issues
• Conduct post-release/ post-implementation testing
• Work with cross-functional teams to ensure quality throughout the software development lifecycle
• mobile testing android and ios is must.
• automation testing on  apium and selenium or jira is recomended

Roles and Responsibilities :

• Handling inquiries to get quotations from the vendor and closing it by generating the purchase orders.
• Coordinating and negotiating with vendors to get the most cost effective quotations.
• Procure products at negotiated rates from vendors
• Researching new prospective brands and affitating with them for new business
• Establish and maintain relationships with industry influencers and key strategic partners
• Preparing proposals for the clients based on their respective inquiries. Utilizing excel to keep the dashboard off inquiries, quotation, purchase orders, payments & deliveries.

Key Skills required

• Excellent communication, presentation and leadership skills
• Sound knowledge of MS - Office
• Outstanding organizational and time management skills
• Aptitude in presentation and public speaking
• Attention to details Critical thinker and analytical problem solver