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.
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