Head of Technical Support

Office Location:

Haryana, Gurugram

Experience Required; 11-16 Years

Outstation Candidates Allowed

Max Notice Period: 60 Days

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. 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 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 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

Ideal 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 businesses is a big plus

Perks, 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.

Job Type: Full-time

Pay: ₹2,300, ₹3,000,000.00 per year

Application Question(s):

• Strong Technical Support Leader profile
• Mandatory (Company) – Must come from SaaS / Enterprise Product companies (preferably high-scale transactional platforms)
• Mandatory (Experience 1) – 12+ years of experience in Technical Support / Application Support, with minimum 6–7 years leading L3 or escalations teams
• Mandatory (Experience 2) – Proven experience handling customer escalations, Root Cause Analysis (RCA), incident ownership, and cross-functional resolution with Product & Engineering teams
• Mandatory (Team Leadership) – Experience managing L3 Support teams of ~20+ members, including mentoring, workload planning, shift governance, and performance management
• Mandatory (Technical Depth) – Hands-on understanding of: Databases ( PostgreSQL / SQL), Middleware / Servers (JBoss, Tomcat, IIS, Nginx, Apache) and Operating Systems like Linux, Unix, Windows
• Mandatory (Process & Metrics) – Strong capability in SLA management, ticket lifecycle governance, escalations process setup, and support dashboards/reporting
• Mandatory (Ticketing Tools) – Working knowledge of Freshdesk / Jira / ServiceNow or equivalent enterprise ticketing platforms
• Mandatory (Core Skills) – Excellent communication, customer handling, crisis de-escalation, and ability to simplify technical details for leadership
• Preferred (Domain Exposure) – Experience supporting platforms in Retail Tech, ERP, Telecom, Hospitality, EdTech, or similar high-scale industries
• Whats the team size you have handled (L3 or escalation team)?
• What's your current company?
• Tickets resolution count:
• Databases handled:
• Middleware (other techstack) handled:

Work Location: In person