Job Description

Job Title: Lead Support Engineer (B2B SaaS)
Location: Gurugram (Onsite)
Experience: 5-8 Years
Work Mode: 5 Days WFO

We are hiring a Lead Support Engineer for a B2B SaaS product company working on large-scale enterprise platforms.

Role Overview
This is a senior, hands-on role responsible for owning critical customer escalations, leading incident management, and driving Root Cause Analysis (RCA) while working closely with Product and Engineering teams.

Key Responsibilities
Own and resolve high-severity (P1/P2) customer issues end-to-end
Lead incident management, RCA, and post-incident reviews
Troubleshoot APIs, integrations, logs, and databases
Improve SLAs, SOPs, and support processes
Mentor and guide support engineers

Mandatory Requirements
5+ years of technical support experience in B2B SaaS product companies
Strong experience in escalation handling and incident management
Good understanding of REST APIs and integrations
Working knowledge of SQL and scripting (Python or Bash)
Experience collaborating with product and engineering teams
Willingness to work full-time onsite from Gurugram

Job Type: Full-time

Pay: ₹2,000,000.00 - ₹3,000,000.00 per year

Experience:

technical support experience in B2B SaaS product companies: 4 years (Required)
Work Location: In person