Head - Technical Support - B2B SaaSTalent Pro • Gurgaon, India
Head - Technical Support - B2B SaaS
Talent Pro • Gurgaon, India
23 days ago
Job descriptionDefine, 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 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 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 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 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
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 from - within 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 :
(ref : iimjobs.com)
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Head Technical • Gurgaon, India
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