Head of Technical Support

24 hours ago

Gurgaon, Haryana, India 4c47ef02-39de-4f79-9aec-3be9130249d4 Full time ₹ 12,00,000 - ₹ 36,00,000 per year

We are hiring for a leading ERP Product Company based out of Gurugram, India. Email us at for applying to this opportunity.

Office Location

Gurugram,
Haryana,
India.

Mode - WFO all 5 working days.

Role & Responsibilities

As the Head of Technical Support, you will be the central force ensuring an exceptional post-go-live technical experience across the technology 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.

Responsibilities

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.
ERPJobs #TechnicalSupportLeader #L3Support #GurugramJobs
HaryanaCareers #ITJobsIndia #EngineeringLeadership #ProductSupport #HiringNow
EnterpriseSoftware #SaaSCareers #TechCareersIndia #CustomerSuccess
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