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Head of Technical Support - Ticketing System

Head of Technical Support - Ticketing System

WorksconsultancyGurgaon
5 hours ago
Job description

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

    • (ref : hirist.tech)

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