Tech Support Lead

12 hours ago

Gurugram Haryana India, IN WorkGeek Services Full time

Lead and coach support team and keep daily operations running smoothly.

• Handle escalations, guide the team through complex technical issues, and jump in when needed. • Review logs (Graylog), dashboards, and alerts to support accurate root-cause analysis.

• Build and refine SOPs, SLAs, escalation paths, and RCA practices.

• Work closely with Product and Engineering to flag recurring issues and improve stability

. • Strengthen our knowledge base and documentation for faster, cleaner resolutions

. • Track and improve key metrics: response time, resolution time, CSAT, and backlog health.

• Drive process improvements, automation ideas, and smarter workflows as we scale.


Makes You a Good Fit • 5+ years of technical support experience in a SaaS organisation.

• Proven experience leading or mentoring support teams.

Skills We’re Looking For

• Strong understanding of REST APIs, authentication, and system integrations.

• Familiarity with cloud platforms (Azure/AWS/GCP) and core networking concepts.

• Hands-on experience with logs and monitoring tools (Graylog, dashboards, alerts).

• Working knowledge of SQL and a scripting language (Python, Bash, etc.).

• Experience with logs, monitoring tools, debugging distributed or cloud-based systems.

• Nice to have: iPaaS background, Docker/Kubernetes.

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