Head of Technical Support

Description :

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. Youll 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 fromwithin 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 :

RCA & Knowledge Management :

Customer Interaction :

Collaboration & Leadership :

Ideal Candidate :

Perks, Benefits and Work Culture :

(ref : hirist.tech)