Lead Support Engineer (B2B SaaS)
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Job Location:
Monthly Salary:
Posted on:
5 hours ago
Vacancies:
1 Vacancy
Job Summary
Were 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.
Were 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
Youve handled real production fires not just logged tickets.
You know how to debug systems not just follow scripts.
Company Industry
IT Services and IT Consulting
Key Skills
- Ruby
- Mac Os
- Computer Networking
- Windows
- TCP
- Customer Support
- Linux
- Shell Scripting
- VPN
- Dns
- Technical Support
- Troubleshooting
