Head of Technical Support - Cloud-Native Retail Platform.

Location: Gurgaon.

Reporting to: CTO.

Are you passionate about elevating technical support for modern SaaS products powering thousands of retail users nationwide? Our client, a leading innovator in cloud-native, modular retail technology, is searching for a Head of Technical Support to oversee critical L3 support operations across a dynamic suite, serving 1,200+ brands and 50,000+ users.

This is your opportunity to:

Be at the forefront of post-go-live technical excellence for an advanced multi-product retail technology suite.

Architect and drive cross-functional support best practices across ERP, POS, OMS, GST compliance, and business intelligence solutions.

Shape the customer experience for India's omnichannel retail transformation.

Key Responsibilities

Incident & Ticket Management

- Own end-to-end L3 technical support governance across multiple cloud-native products (ERP, POS, OMS, and more).

- Ensure issues are responded to and resolved within defined SLAs.

- Drive prioritization, root cause resolution, and coordinate seamlessly with product and engineering teams.

- Personally manage and de-escalate high-severity issues with both customers and internal teams.

Process & Metrics Ownership

- Define, track, and optimize critical support processes, SLAs, escalation workflows, and ticket lifecycle practices.

- Develop dashboards for SLA adherence, issue aging, bug trends, and defect density.

- Establish robust feedback loops with product and engineering teams, leveraging recurring issue trends.

Root Cause Analysis & Knowledge Management

- Deliver timely Root Cause Analyses (RCAs) for all major incidents, providing actionable insights.

- Lead trend analysis to predict and preempt issues, recommending long-term fixes or enhancements.

- Build and maintain an evolving knowledge base to lift team efficiency and accelerate resolution.

Customer Interaction

- Engage directly with enterprise customers on complex or long-running support tickets.

- Serve as a trusted escalation point for strategic clients and partners.

- Collaborate closely with customer success and implementation teams for seamless experiences.

Collaboration & Leadership

- Coordinate with Product Architects and Engineering Heads to ensure world-class ticket resolution.

- Build and mentor an agile L3 support team, deploying "tiger squads" when required.

- Cultivate a culture of accountability, learning, and continuous improvement in the technical support organization.

You Bring

- 10+ years' experience in technical support or L3 support leadership roles within SaaS or high-scale enterprise products.

- Proven excellence handling customer escalations, RCAs, and complex cross-team issue resolution.

- Strong technical foundation: APIs, microservices, database queries, log analysis, and debugging.

- Mastery of support tooling (e., Freshdesk, Jira, ServiceNow).

- Stellar communication skills-with both customers and engineers.

- Data-driven mindset for insightful reporting and updates.

- Exposure to retail tech, ERP, or platform businesses is a big plus.

Why You'll Love This Role:

Directly impact customer retention, product quality, and engineering focus across a modern SaaS platform.

Design and lead the technical support function from the ground up, influencing product architecture and design.

Enjoy high visibility, collaborative leadership, and the satisfaction of transforming digitized retail.

Ready to be a central force in a fast-growing retail cloud platform? Apply today to join our client's leadership team and redefine what's possible for retail technology in India!.