Lead Support Engineer (B2B SaaS)

**Job Title:** Lead Support Engineer (B2B SaaS)
**Location:** Gurugram (Onsite)**Experience:** 5–8 Years**Work Mode:** 5 Days WFO

We are hiring a **Lead Support Engineer** for a **B2B SaaS product company** working on large-scale enterprise platforms.

**Role Overview**
This is a senior, hands-on role responsible for owning critical customer escalations, leading incident management, and driving Root Cause Analysis (RCA) while working closely with Product and Engineering teams.

**Key Responsibilities**
Own and resolve high-severity (P1/P2) customer issues end-to-endLead incident management, RCA, and post-incident reviewsTroubleshoot APIs, integrations, logs, and databasesImprove SLAs, SOPs, and support processesMentor and guide support engineers

**Mandatory Requirements**
5+ years of technical support experience in **B2B SaaS product companies**Strong experience in escalation handling and incident managementGood understanding of REST APIs and integrationsWorking knowledge of SQL and scripting (Python or Bash)Experience collaborating with product and engineering teamsWillingness to work full-time onsite from Gurugram

Job Type: Full-time

Pay: ₹2,000,000.00 - ₹3,000,000.00 per year

Experience:

• technical support experience in B2B SaaS product companies: 4 years (Required)

Work Location: In person