Head - Technical Support - B2B SaaS

3 weeks ago

Gurugram, India Talent Pro Full time

Description:Role & ResponsibilitiesAs the G1 Head of Technical Support, you will be the central force ensuring an exceptional post-go-live technical experience across the Ginesys One suite. Youll 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 Ginesys One 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 teamsProcess & 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 issuesRCA & 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 efficiencyCustomer 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 experienceCollaboration & 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 supportIdeal 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 (ref:iimjobs.com)

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