Lead Support Engineer (B2B SaaS)

Job Summary

We are hiring a Lead / Senior Support Engineer from a B2B SaaS background to own customer escalations, drive deep root cause analysis (RCA), and work closely with Product and Engineering teams to improve platform stability and support operations.

This is not a junior, L1/L2, internal IT, or non-SaaS support role.

Key Responsibilities

• Own and resolve high-severity customer escalations end-to-end
• Perform detailed RCA and implement corrective actions
• Lead daily support operations and mentor support engineers
• Manage incidents, SLAs, and escalation workflows
• Analyze logs, dashboards, and alerts (Graylog or similar tools)
• Build and improve SOPs, SLAs, and RCA frameworks
• Collaborate with Product & Engineering to reduce recurring issues
• Maintain technical documentation and knowledge base
• Track and improve MTTR, response time, backlog health, and CSAT
• Identify automation and process improvements as the platform scales

Mandatory Requirements

• 5+ years of technical support experience in B2B SaaS companies
• Strong experience in escalations, incident management, and RCA
• Hands-on knowledge of REST APIs, authentication, and integrations
• Experience with log monitoring tools (Graylog or similar)
• Strong understanding of SLA & SOP management
• Working knowledge of SQL
• Experience with Python or Bash
• Comfortable working 5 days onsite in Gurugram

Preferred (Good to Have)

• Experience with iPaaS platforms
• Exposure to Docker / Kubernetes
• Experience leading or mentoring support teams
• Familiarity with AWS / Azure / GCP

Job Type: Full-time

Pay: ₹2,300,000.00 - ₹3,000,000.00 per year

Experience:

• B2B SaaS: 5 years (Preferred)

Work Location: In person