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