Head of Technical Support

Ginesys; India; Remote; INR 25,00,000 - 35,00,000; Full time

Job summary

A SaaS company in India is looking for an experienced leader to manage L3 technical support governance. This role involves overseeing customer escalations, optimizing support processes, and building a strong support team. The ideal candidate has over 12 years of experience in technical support leadership with a solid technical background and is skilled in communication and collaboration. This exciting position carries high visibility and direct impact on customer retention and product quality.

Qualifications

• 12+ years of experience in technical support or L3 support leadership roles.
• Solid technical background with an understanding of APIs and debugging.
• Experience working in retail tech or ERP is a plus.

Responsibilities

• Own end-to-end L3 technical support governance.
• Drive prioritization and resolution of customer issues.
• Define and optimize support processes and workflows.
• Engage with enterprise customers on complex issues.
• Build and mentor a lean L3 support team.

Skills

Technical support leadership

Customer escalation management

Root Cause Analysis (RCA)

Collaboration with engineering teams

Data-driven mindset

Communication skills

Tools

Freshdesk

Jira

ServiceNow

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

Essential Requirements

• 12+ 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

Why This Role Is Exciting

• You’ll be at the heart of the customer experience for thousands of retail users
• Opportunity to design the technical support function from the ground up across multiple modern SaaS products
• High visibility role with direct impact on customer retention, product quality, and engineering focus
• Work in a collaborative leadership team and influence architecture, product design, and QA indirectly through insights