Lead Support Engineer (B2B SaaS)

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.