Head - Technical Support - B2B SaaS

Head of Technical Support (B2B SaaS)

Job Description:

Description:

Incident & Ticket Management:

- Own end-to-end L3 technical support governance across Ginesys One products (ERP, POS,OMS, etc.)

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

- Drive prioritization, root cause resolution, and engineering coordination across product teams

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

Process & Metrics Ownership:

- Build dashboards for SLA adherence, issue aging, bug trends, defect density, etc.

- Establish strong feedback loops to engineering/product based on recurring issues

RCA & Knowledge Management:

- Ensure timely Root Cause Analysis (RCAs) for all S1/S2 issues with actionable insights

- Lead trend analysis to preempt issues and recommend long-term fixes or product hardening

- Build and maintain a knowledge base to improve internal resolution efficiency

Customer Interaction:

- Engage with enterprise customers on complex or long-running tickets

- Serve as a trusted escalation point for strategic clients

- Collaborate with Customer Success and Implementation teams for seamless client experience

Collaboration & Leadership:

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

- Build and mentor a lean L3 support team or tiger squads when required

- Drive a culture of accountability, learning, and proactiveness in technical support

Ideal Candidate:

- 11+ years of experience in technical support or L3 support leadership roles in SaaS or high- scale enterprise products

- Strong experience handling customer escalations, RCAs, and cross-team ticket resolution

- Solid technical background (understanding of APIs, microservices, database queries, logs, debugging)

- Expertise in support tooling: Freshdesk, Jira, ServiceNow, etc.

- Excellent communication skillsable to speak fluently with both customers and engineers

- Data-driven mindset for reporting, insights, and stakeholder updates

- Experience working in retail tech, ERP, or platform businesses is a big plus