Support Head, Products As Head of Technical Support Head, you will play a key leadership role in ensuring our customers have exceptional experiences with our product. You will oversee and mentor a dedicated support team, managing day-to-day operations while driving improvements in process, efficiency, and customer satisfaction. You will work closely with cross-functional teams (Product Development, Implementation Services, and Sales) to ensure seamless customer interactions, product feedback loops, and overall operational excellence. Responsibilities: Lead, mentor, and manage a small team of customer support professionals, ensuring high levels of performance, engagement, and development. Oversee the daily support operations, including ticket management, escalations, and team workload distribution. Develop and refine support processes, ensuring the team can deliver prompt and effective resolutions. Act as an escalation point for complex customer issues and collaborate with technical teams to drive resolution. Establish key performance indicators (KPIs) to track team success, customer satisfaction, and overall service quality; use them to identify areas for improvement. Collaborate with the Product and Engineering teams to provide customer feedback and help shape product roadmaps. Continuously identify opportunities to optimize and automate support workflows for efficiency and scalability. Maintain a deep understanding of our product and technology to offer guidance and training to the support team. Report on team performance and customer satisfaction to senior leadership, providing actionable insights for improvement. Own and evolve the knowledge base and self-service support channels and identify content to be created in the knowledge base that can help with case deflection and improve customer experience. Develop and execute a global support strategy, ensuring comprehensive customer support coverage across multiple time zones and geographies. Qualifications: 10+ years of experience in customer support or a related field, with at least 3 years in a leadership role. Proven ability to manage, motivate, and develop small teams in a SaaS or technology-focused environment. Strong knowledge of customer support tools and ticketing systems (we use Freshdesk). Excellent communication, interpersonal, and problem-solving skills. Strong organizational and time management abilities, with the ability to handle multiple priorities. Previous experience scaling a support function in a fast-paced, high-growth company environment. Customer-centric mindset with a passion for delivering exceptional service. Analytical skills to track support trends and suggest areas for process improvement. Familiarity with SaaS platforms and subscription-based business models.

We are seeking a highly skilled Java Spring Boot Full Stack Developer with expertise in designing, developing, and maintaining scalable web applications. The ideal candidate will have hands-on experience with CI/CD pipelines , JUnit test cases , and relational & non-relational databases . You will play a key role in developing high-performance applications while ensuring best practices in software development and deployment. Experience: 2 - 6 years Key Responsibilities: Design, develop, and maintain web applications using Java Spring Boot for backend development. Develop user-friendly and responsive front-end applications using React.js / Angular.js Implement and manage CI/CD pipelines for automated deployment and integration. Write and execute JUnit test cases to ensure code reliability and robustness. Work with relational and non-relational databases such as MySQL, Oracle, and MongoDB Hands-on individual responsible for producing excellent quality of code, adhering to expected coding standards, and the industrys best practices Experience in Design Patterns and Design principles Experience with requirements elicitation and specification Optimize performance, security, and scalability of applications Collaborate with cross-functional teams, including product managers and UI/UX designers. Troubleshoot, debug, and resolve software defects and issues Stay updated with the latest industry trends and technologies High levels of ownership and commitment to deliverables Required Qualifications: Strong proficiency in Core Java , Java Spring Boot, and microservices architecture. Experience with frontend frameworks (React.js, Angular.js). Solid knowledge of CI/CD pipelines (Jenkins, GitHub Actions, Azure DevOps, etc.). Hands-on experience writing and executing JUnit test cases for unit testing. Experience working with relational databases (MySQL, Oracle) and NoSQL databases (MongoDB, Cassandra, etc.) . Proficiency with RESTful APIs and OAuth authentication mechanisms . Familiarity with cloud platforms such as AWS, Azure, or GCP (optional but preferred). Excellent problem-solving skills and attention to detail. Strong communication skills and ability to work in a collaborative environment. Preferred Qualifications: Knowledge of containerization tools like Docker and orchestration tools like Kubernetes . Hands-on experience with message brokers (Kafka, RabbitMQ). Exposure to Agile development methodologies and DevOps practices.