Technical Support Lead - SaaS

About the Role :

We are seeking an experienced Technical Support Lead with a strong background in software support, troubleshooting, and team leadership. The ideal candidate will be responsible for leading a team of support engineers, ensuring timely resolution of software-related issues, driving process improvements, and delivering excellent customer satisfaction.

This role is purely focused on software applications, cloud solutions, and enterprise platforms, with no hardware management responsibilities.

Key Responsibilities :

• Lead and mentor a team of technical support engineers in providing L2 / L3 software support for enterprise applications, SaaS platforms, and cloud-based solutions.
• Act as an escalation point for complex software incidents, debugging, and root cause analysis.
• Monitor, track, and drive closure of customer tickets through tools like JIRA, ServiceNow, or Zendesk.
• Collaborate with engineering, QA, and product teams to ensure timely bug fixes, feature enhancements, and patches.
• Develop and optimize knowledge base articles, runbooks, and standard operating procedures (SOPs).
• Ensure adherence to SLAs and KPIs for incident resolution and customer satisfaction.
• Provide proactive support through log analysis, performance monitoring, and automation of recurring tasks.
• Conduct regular team training and technical workshops to improve troubleshooting skills and domain expertise.
• Identify recurring software issues and work with product teams to implement long-term fixes and enhancements.
• Prepare and present weekly / monthly performance reports to senior management.

Required Skills & Qualifications :

(ref : hirist.tech)