Technical Support/Application Support Engineer

Description

Role & Responsibilities :As the G1 Head of Technical Support, you will be the central force ensuring an exceptional post-go-live technical experience across the Ginesys One suite. Youll oversee L3 support operations across all products, manage customer escalations, drive cross-team resolution, and build processes for visibility, accountability, and continuous improvement.This is a cross-functional, high-impact leadership role, working across engineering, QA, DevOps, customer support, and product teams to ensure that every issue is tracked, resolved, and learned fromwithin SLA and with a customer-first mindset.

You Will & Ticket Management

• Own end-to-end L3 technical support governance across Ginesys One products (ERP, POS,OMS, etc.)
• Ensure customer issues are responded to and resolved within defined SLAs
• Drive prioritization, root cause resolution, and engineering coordination across product teams
• Personally manage and de-escalate high-severity issues with customers and internal teams
  

Process & Metrics Ownership

• Define, track, and optimize support processes, SLAs, escalation workflows, and ticket lifecycle practices
• Build dashboards for SLA adherence, issue aging, bug trends, defect density, etc.
• Establish strong feedback loops to engineering/product based on recurring issues
  

RCA & Knowledge Management

• Ensure timely Root Cause Analysis (RCAs) for all S1/S2 issues with actionable insights
• Lead trend analysis to preempt issues and recommend long-term fixes or product hardening
• Build and maintain a knowledge base to improve internal resolution efficiency
  

Customer Interaction

• Engage with enterprise customers on complex or long-running tickets
• Serve as a trusted escalation point for strategic clients
• Collaborate with Customer Success and Implementation teams for seamless client experience
  

Collaboration & Leadership

• Coordinate with Product Architects and Engineering Heads to ensure ticket resolution
• Build and mentor a lean L3 support team or tiger squads when required
• Drive a culture of accountability, learning, and proactiveness in technical support
  

Ideal Candidate

• 11+ years of experience in technical support or L3 support leadership roles in SaaS or high- scale enterprise products
• Strong experience handling customer escalations, RCAs, and cross-team ticket resolution
• Solid technical background (understanding of APIs, microservices, database queries, logs, debugging)
• Expertise in support tooling : Freshdesk, Jira, ServiceNow, etc.
• Excellent communication skillsable to speak fluently with both customers and engineers
• Data-driven mindset for reporting, insights, and stakeholder updates
• Experience working in retail tech, ERP, or platform businesses is a big plus
  

Perks, Benefits And Work Culture

• Comprehensive health insurance coverage.
• Excellent rewards and recognition policy.
• Transparent compensation policy with no unnecessary deduction in CTC.
• Annual company off-site and a variety of events, celebrations throughout the year.
• Travelling opportunities between our offices across the country.
• Annual Ginesys walkathon & related sporting events.
• Quarterly Coffee with CEO.
  

(ref:hirist.tech)