Head of Technical Support

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, 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 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 Essential Requirements - 12+ 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 plus Why This Role Is Exciting - You'll be at the heart of the customer experience for thousands of retail users - Opportunity to design the technical support function from the ground up across multiple modern SaaS products - High visibility role with direct impact on customer retention, product quality, and engineering focus - Work in a collaborative leadership team and influence architecture, product design, and QA indirectly through insights Take this first step towards your dream career and an insane learning path. Every Ginesys team member brings something unique to the table. Benefits We like to think that talent grows at Ginesys One and stays at Ginesys. To ensure this, we provide our employees with the best working environment, the latest technology and continuous support. We go out of our way to retain the small business feeling with which we started and stimulate innovation and collaboration through teamwork and our non-hierarchical approach. We offer competitive salary, and other fantastic perks and benefits, such as: Ginesys Academy for holistic training and development. - 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. Here's our story; now tell us yours: Ginesys One is India's best omni retail suite backed by Ginesys, the first integrated Retail specific ERP software for online retail, offline retail and distribution. It is the largest Indian company in the retail tech industry catering to both online and offline needs. 1200 + brands including (Manyavar, V-Mart, Skechers) are accelerating their businesses with Ginesys. With a team of 400+ employees, Ginesys One plans to revolutionize retail by being a single-stop cloud-based retail suite. We have a pan India presence with offices in major cities including Gurgaon, Kolkata, Bangalore, Hyderabad, Mumbai, Coimbatore & Goa and are expanding rapidly. We love the challenges of retail and are busy solving them to create a great retail tech suite. Ginesys core mission is to continue to build world-class internal service capabilities, in a bid to deliver outstanding external service value to customers. We are an ISO-certified and SOC compliant company having won myriad awards for our innovation and support. For further information, please visit our website http://ginesys.in