We’re Hiring: Lead Support Engineer (B2B SaaS)
📍 Location: Gurugram, Haryana (5 days onsite)
💼 Department: Technology | Customer Support Engineering
✈️ Outstation Candidates: Allowed (Relocation required)
About the Role
This is not a ticket-closer role.
We’re looking for a senior, battle-tested Lead Support Engineer from a pure B2B SaaS background who can own escalations end-to-end, drive RCA, and work shoulder-to-shoulder with Product and Engineering.
If your experience is mostly customer service, L1/L2 support, or non-SaaS environments, this role is not for you.
Key Responsibilities
- Own and resolve high-impact customer escalations with clear accountability.
- Lead incident management, RCA, and post-mortems across teams.
- Review logs, dashboards, and alerts using tools like Graylog .
- Build, enforce, and continuously improve SOPs, SLAs, and escalation frameworks .
- Act as the bridge between Support, Product, and Engineering .
- Identify recurring issues and drive long-term fixes, not temporary patches.
- Mentor and guide support engineers on technical depth and decision-making.
- Track and improve key metrics: TAT, SLA adherence, CSAT, backlog health .
- Contribute to documentation, runbooks, and internal knowledge bases.
- Propose automation and process improvements as the platform scales.
Mandatory Requirements (Non-Negotiable)
- 5+ years of hands-on technical support experience in B2B SaaS companies only .
- Strong experience in incident ownership, escalations, and RCA .
- Proven capability in SLA & SOP management .
- Solid understanding of REST APIs, authentication mechanisms, and system integrations .
- Hands-on experience with logs and monitoring tools (Graylog, dashboards, alerts).
- Working knowledge of SQL and at least one scripting language ( Python, Bash, etc. ).
- Comfortable working 5 days from the Gurgaon office .
Preferred (Nice to Have, Not Mandatory)
- Experience in iPaaS platforms .
- Exposure to Docker / Kubernetes .
- Prior experience mentoring or leading support teams .
- Familiarity with AWS / Azure / GCP and cloud-based systems.
Ideal Candidate Profile
- Calm under pressure and decisive during production incidents.
- Thinks in systems, not tickets.
- Can challenge Engineering with facts, logs, and data.
- Communicates clearly with both customers and internal stakeholders.
- Takes ownership instead of passing problems around.
Perks & Work Culture
- Competitive and transparent compensation.
- Direct exposure to senior leadership and founders.
- Work on enterprise-grade, AI-driven platforms.
- Fast growth environment with real ownership and impact.
Job-Specific Screening (Mandatory)
- CV attachment is required
- Years of B2B SaaS technical support experience
- Current company name
- College name
- Willingness to work from Gurgaon office (Yes/No)
Apply Only If
You’ve handled real production fires, not just logged tickets.
You know how to debug systems, not just follow scripts.