Lead Support Engineer (B2B SaaS)

We’re Hiring: Lead Support Engineer (B2B SaaS)
📍 Location: Gurugram, Haryana (5 days onsite)
💼 Department: Technology | Customer Support Engineering
'08;️ 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.

\n
• Own and resolve high-impact customer escalations with clear accountability.
\n
• Lead incident management, RCA, and post-mortems across teams.
\n
• Review logs, dashboards, and alerts using tools like Graylog.
\n
• Build, enforce, and continuously improve SOPs, SLAs, and escalation frameworks.
\n
• Act as the bridge between Support, Product, and Engineering.
\n
• Identify recurring issues and drive long-term fixes, not temporary patches.
\n
• Mentor and guide support engineers on technical depth and decision-making.
\n
• Track and improve key metrics: TAT, SLA adherence, CSAT, backlog health.
\n
• Contribute to documentation, runbooks, and internal knowledge bases.
\n
• Propose automation and process improvements as the platform scales.
\n

\n
• \n5+ years of hands-on technical support experience in B2B SaaS companies only.
\n
• Strong experience in incident ownership, escalations, and RCA.
\n
• Proven capability in SLA & SOP management.
\n
• Solid understanding of REST APIs, authentication mechanisms, and system integrations.
\n
• Hands-on experience with logs and monitoring tools (Graylog, dashboards, alerts).
\n
• Working knowledge of SQL and at least one scripting language (Python, Bash, etc.).
\n
• Comfortable working 5 days from the Gurgaon office.
\n

\n
• Experience in iPaaS platforms.
\n
• Exposure to Docker / Kubernetes.
\n
• Prior experience mentoring or leading support teams.
\n
• Familiarity with AWS / Azure / GCP and cloud-based systems.
\n

\n
• Calm under pressure and decisive during production incidents.
\n
• Thinks in systems, not tickets.
\n
• Can challenge Engineering with facts, logs, and data.
\n
• Communicates clearly with both customers and internal stakeholders.
\n
• Takes ownership instead of passing problems around.
\n

\n
• Competitive and transparent compensation.
\n
• Direct exposure to senior leadership and founders.
\n
• Work on enterprise-grade, AI-driven platforms.
\n
• Fast growth environment with real ownership and impact.
\n

\n
• CV attachment is required
\n
• Years of B2B SaaS technical support experience
\n
• Current company name
\n
• College name
\n
• Willingness to work from Gurgaon office (Yes/No)
\n

You’ve handled real production fires, not just logged tickets.
You know how to debug systems, not just follow scripts.