Lead Support Engineer

2 days ago

Gurgaon, Haryana, India Aligerous Full time

We're Hiring: Lead Support Engineer (B2B SaaS)

Location: Gurugram, Haryana (5 days onsite)

Department: Technology | Customer Support Engineering

Outstation Candidates: Allowed (Relocation required)

About the Role

This is not a ticket-closer role.

We're looking for a senior, battle-tested Lead Support Engineer from a pure B2B SaaS background who can own escalations end-to-end, drive RCA, and work shoulder-to-shoulder with Product and Engineering.

If your experience is mostly customer service, L1/L2 support, or non-SaaS environments, this role is not for you.

Key Responsibilities
  • Own and resolve high-impact customer escalations with clear accountability.
  • Lead incident management, RCA, and post-mortems across teams.
  • Review logs, dashboards, and alerts using tools like Graylog.
  • Build, enforce, and continuously improve SOPs, SLAs, and escalation frameworks.
  • Act as the bridge between Support, Product, and Engineering.
  • Identify recurring issues and drive long-term fixes, not temporary patches.
  • Mentor and guide support engineers on technical depth and decision-making.
  • Track and improve key metrics: TAT, SLA adherence, CSAT, backlog health.
  • Contribute to documentation, runbooks, and internal knowledge bases.
  • Propose automation and process improvements as the platform scales.
Mandatory Requirements (Non-Negotiable)
  • 5+ years of hands-on technical support experience in B2B SaaS companies only.
  • Strong experience in incident ownership, escalations, and RCA.
  • Proven capability in SLA & SOP management.
  • Solid understanding of REST APIs, authentication mechanisms, and system integrations.
  • Hands-on experience with logs and monitoring tools (Graylog, dashboards, alerts).
  • Working knowledge of SQL and at least one scripting language (Python, Bash, etc.).
  • Comfortable working 5 days from the Gurgaon office.
Preferred (Nice to Have, Not Mandatory)
  • Experience in iPaaS platforms.
  • Exposure to Docker / Kubernetes.
  • Prior experience mentoring or leading support teams.
  • Familiarity with AWS / Azure / GCP and cloud-based systems.
Ideal Candidate Profile
  • Calm under pressure and decisive during production incidents.
  • Thinks in systems, not tickets.
  • Can challenge Engineering with facts, logs, and data.
  • Communicates clearly with both customers and internal stakeholders.
  • Takes ownership instead of passing problems around.
Perks & Work Culture
  • Competitive and transparent compensation.
  • Direct exposure to senior leadership and founders.
  • Work on enterprise-grade, AI-driven platforms.
  • Fast growth environment with real ownership and impact.
Job-Specific Screening (Mandatory)
  • CV attachment is required
  • Years of B2B SaaS technical support experience
  • Current company name
  • College name
  • Willingness to work from Gurgaon office (Yes/No)
Apply Only If

You've handled real production fires, not just logged tickets.

You know how to debug systems, not just follow scripts.

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