Lead Support Engineer

2 days ago

Gurgaon, Haryana, India CGvak Software Exports Full time


Role & Responsibilities
  • 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.


Ideal Candidate
  • 5+ years of technical support experience in a SaaS organisation.
  • Proven experience leading or mentoring support teams.
  • Solid judgment under pressure and confidence handling high-impact incidents.
  • Strong communicator who can work well with customers and internal 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.


Perks, Benefits and Work Culture
  • Competitive salary package.
  • Opportunity to learn from and work with senior leadership & founders.
  • Build solutions for large enterprises that move from concept to real-world impact.
  • Exceptional career growth pathways in a highly innovative and rapidly scaling environment.

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