Head - Technical Support - B2B SaaS

1 day ago

Gurugram, India Talent Pro Full time

Description:Role & Responsibilities:As 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 fromwithin 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 skillsable 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 plusPerks, 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 Ginesys walkathon & related sporting events.- Quarterly Coffee with CEO. (ref:iimjobs.com)

  • Head - Sales - B2B SaaS

    3 weeks ago

    Gurugram, India Sutra Services Pvt Ltd Full time

    Role: Sales Head - B2B SaaSCompany Name: WoCo (Work Companion) | Address: Block B, Sector 34, Infocity, Gurugram, Haryana 122001About WoCo: WoCo is transforming how growing businesses manage their workforce through our AI-driven HRMS platform. With 15,000+ users across 120+ organizations, we're scaling rapidly in India and expanding into MENA...

  • B2B SaaS Content Writer

    3 weeks ago

    Gurugram, Gurugram, India QuickReply.ai Full time

    Job Description B2B SaaS Content Writer Location: Gurgaon (On-site) Experience: 24 years Type: Full-time About the role QuickReply.ai is looking for a B2B Content Writer with strong SEO and technical writing skills to create high-quality, in-depth content for our WhatsApp marketing and sales automation platform. The ideal candidate should have hands-on...

  • Head of Technical Support

    3 days ago

    Gurugram, India Talentxo Full time

    Description :Role & Responsibilities :As 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,...

  • Head of Technical Support

    1 day ago

    Gurugram, Gurugram, India Ginesys Full time

    Job Description Head of Technical Support - As 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. You'll oversee L3 support operations across all products, manage customer escalations, drive cross-team resolution, and build processes for visibility,...

  • Chief Technology Officer

    3 weeks ago

    Gurugram, Gurugram, India TALENT PRO Full time

    Job Description Read jd before applying Need candidates only from Delhi NCR Strong CTO / Technology Head Profile with experience in scaling complex B2B SaaS / ERP platforms Mandatory (Location) Candidate must be based out of Delhi NCR / Gurugram and open to working from office Mandatory (Experience 1) Must have minimum 12+ years of overall experience,...

  • Senior Engineering Manager

    1 day ago

    Gurugram, India Kodehash Technologies Pvt Ltd Full time

    Description : Job Title : Engineering ManagerLocation : Gurugram, HaryanaExperience Required : 12-15 yearsAbout the Role : We are seeking an experienced Engineering Manager to lead a talented team of FreeSWITCH engineers, Python developers, and UI/UX designers in building and scaling our click-to-call marketing SaaS analytics platform for advertisers.You...

  • Head of Technical Support

    7 days ago

    Gurugram, India Worksconsultancy Full time

    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...

  • Trademo - Lead - Customer Success - B2B SaaS

    3 weeks ago

    Gurugram, India Trademo Full time

    Description:About Trademo:At Trademo, we are transforming global trade and supply chains by leveraging cutting-edge AI technology to provide businesses with unparalleled visibility, compliance, and intelligence solutions.Our AI-driven platform simplifies the complexities of international trade, helping companies mitigate risks, enhance efficiency, and make...

  • Growth Marketing Lead

    3 days ago

    Gurugram, India Elevation Capital Full time

    role is with one of our portfolio companies.Key Responsibilities:- Define, plan and execute growth strategies across the user acquisition funnel (awareness free trial or demo customer), targeting B2B buyers.- Own and optimize multiple paid & organic channels: e.g., content marketing, SEO, paid search (Google, Bing), paid social (LinkedIn, Facebook), ABM,...

  • Product Manager

    3 weeks ago

    Gurugram, India TargetHR Full time

    Responsibilities : - Customer Journey Ownership : Design and optimise end-to-end B2B Customer and broker journeys, document collection, KYC, process updates, e-signatures, contract management, ongoing status notifications, and support.- Journey Mapping & Experience Design : Map customer touch points, reduce friction, and improve clarity, engagement, and...