Lead Support Engineer (B2B SaaS)

• Lead and coach support team and keep daily operations running smoothly.
• Handle escalations, guide the team through complex technical issues, and jump in when needed.
• Review logs (Graylog), dashboards, and alerts to support accurate root-cause analysis.
• Build and refine SOPs, SLAs, escalation paths, and RCA practices.
• Work closely with Product and Engineering to flag recurring issues and improve stability.
• Strengthen our knowledge base and documentation for faster, cleaner resolutions.
• Track and improve key metrics: response time, resolution time, CSAT, and backlog health.
• Drive process improvements, automation ideas, and smarter workflows as we scale.
  

• 5+ years of technical support experience in a SaaS organisation.
• Proven experience leading or mentoring support teams.
• Solid judgment under pressure and confidence handling high-impact incidents.
• Strong communicator who can work well with customers and internal teams.
  

Skills We’re Looking For

• Strong understanding of REST APIs, authentication, and system integrations.
• Familiarity with cloud platforms (Azure/AWS/GCP) and core networking concepts.
• Hands-on experience with logs and monitoring tools (Graylog, dashboards, alerts).
• Working knowledge of SQL and a scripting language (Python, Bash, etc.).
• Experience with logs, monitoring tools, debugging distributed or cloud-based systems.
• Nice to have: iPaaS background, Docker/Kubernetes.
  

• Competitive salary package.
• Opportunity to learn from and work with senior leadership & founders.
• Build solutions for large enterprises that move from concept to real-world impact.
• Exceptional career growth pathways in a highly innovative and rapidly scaling environment.