Technical Support Lead - SaaS

About the Role :

We are seeking an experienced Technical Support Lead with a strong background in software support, troubleshooting, and team leadership. The ideal candidate will be responsible for leading a team of support engineers, ensuring timely resolution of software-related issues, driving process improvements, and delivering excellent customer satisfaction.

This role is purely focused on software applications, cloud solutions, and enterprise platforms, with no hardware management responsibilities.

Key Responsibilities :

- Lead and mentor a team of technical support engineers in providing L2/L3 software support for enterprise applications, SaaS platforms, and cloud-based solutions.

- Act as an escalation point for complex software incidents, debugging, and root cause analysis.

- Monitor, track, and drive closure of customer tickets through tools like JIRA, ServiceNow, or Zendesk.

- Collaborate with engineering, QA, and product teams to ensure timely bug fixes, feature enhancements, and patches.

- Develop and optimize knowledge base articles, runbooks, and standard operating procedures (SOPs).

- Ensure adherence to SLAs and KPIs for incident resolution and customer satisfaction.

- Provide proactive support through log analysis, performance monitoring, and automation of recurring tasks.

- Conduct regular team training and technical workshops to improve troubleshooting skills and domain expertise.

- Identify recurring software issues and work with product teams to implement long-term fixes and enhancements.

- Prepare and present weekly/monthly performance reports to senior management.

Required Skills & Qualifications :

- Bachelors/Masters in Computer Science, IT, or related field.

- 510 years of experience in software technical support, application troubleshooting, or SaaS support, with at least 23 years in a leadership role.

- Strong expertise in SQL queries, log analysis, debugging tools, and scripting (Python, Shell, or PowerShell).

- Hands-on experience with cloud platforms (AWS, Azure, or GCP) and application monitoring tools (New Relic, Datadog, Splunk, ELK, etc.).

- Familiarity with CI/CD pipelines, version control (Git), and release management.

- Strong understanding of web technologies (APIs, REST, microservices, middleware, application servers).

- Excellent communication, customer management, and stakeholder handling skills.

- ITIL certification or knowledge of IT service management best practices is a plus.