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.

ROLES AND RESPONSIBILITIES: