Lead Support Engineer (B2B SaaS)

Aligerous; Gurugram District; On-site; INR 1,200,000 - 1,500,000; Full time

Benefits offered by this job

Competitive compensation

Exposure to senior leadership

Fast growth environment

Job summary

A leading B2B SaaS company is in search of a skilled Lead Support Engineer to manage high-impact escalations and drive technical solutions. The ideal candidate will have over 5 years of technical support experience specifically in B2B SaaS environments and possess strong skills in incident management and technical troubleshooting. This position requires working on-site in Gurugram, Haryana, with a focus on team collaboration to improve support processes and customer satisfaction.

Qualifications

• 5+ years of technical support experience in B2B SaaS companies.
• Strong experience in incident ownership, escalations, and RCA.
• Solid understanding of SLA & SOP management.

Responsibilities

• Own and resolve high-impact customer escalations.
• Lead incident management and root cause analysis across teams.
• Build and improve SOPs, SLAs, and escalation frameworks.

Skills

Incident ownership

Escalations management

Technical support

SQL

REST APIs

Scripting (Python, Bash)

Tools

Graylog

Monitoring tools

Incident management tools

Job description

We’re Hiring: Lead Support Engineer (B2B SaaS)

📍 Location: Gurugram, Haryana (5 days onsite)

💼 Department: Technology | Customer Support Engineering

✈️ Outstation Candidates: Allowed (Relocation required)

About the Role

This is not a ticket-closer role.

We’re looking for a senior, battle-tested Lead Support Engineer from a pure B2B SaaS background who can own escalations end-to-end, drive RCA, and work shoulder-to-shoulder with Product and Engineering.

If your experience is mostly customer service, L1/L2 support, or non-SaaS environments, this role is not for you.

Key Responsibilities

• Own and resolve high-impact customer escalations with clear accountability.
• Lead incident management, RCA, and post-mortems across teams.
• Review logs, dashboards, and alerts using tools like Graylog.
• Build, enforce, and continuously improve SOPs, SLAs, and escalation frameworks.
• Act as the bridge between Support, Product, and Engineering.
• Identify recurring issues and drive long-term fixes, not temporary patches.
• Mentor and guide support engineers on technical depth and decision-making.
• Track and improve key metrics: TAT, SLA adherence, CSAT, backlog health.
• Contribute to documentation, runbooks, and internal knowledge bases.
• Propose automation and process improvements as the platform scales.

Mandatory Requirements (Non-Negotiable)

• 5+ years of hands-on technical support experience in B2B SaaS companies only.
• Strong experience in incident ownership, escalations, and RCA.
• Proven capability in SLA & SOP management.
• Solid understanding of REST APIs, authentication mechanisms, and system integrations.
• Hands-on experience with logs and monitoring tools (Graylog, dashboards, alerts).
• Working knowledge of SQL and at least one scripting language (Python, Bash, etc.).
• Comfortable working 5 days from the Gurgaon office.

Preferred (Nice to Have, Not Mandatory)

• Experience in iPaaS platforms.
• Exposure to Docker / Kubernetes.
• Prior experience mentoring or leading support teams.
• Familiarity with AWS / Azure / GCP and cloud-based systems.

Ideal Candidate Profile

• Calm under pressure and decisive during production incidents.
• Thinks in systems, not tickets.
• Can challenge Engineering with facts, logs, and data.
• Communicates clearly with both customers and internal stakeholders.
• Takes ownership instead of passing problems around.

Perks & Work Culture

• Competitive and transparent compensation.
• Direct exposure to senior leadership and founders.
• Work on enterprise-grade, AI-driven platforms.
• Fast growth environment with real ownership and impact.

Job-Specific Screening (Mandatory)

• CV attachment is required
• Years of B2B SaaS technical support experience
• Current company name
• College name
• Willingness to work from Gurgaon office (Yes/No)

Apply Only If

You’ve handled real production fires, not just logged tickets.

You know how to debug systems, not just follow scripts.