Lead Support Engineer (B2B SaaS)

We’re Hiring: Lead Support Engineer (B2B SaaS) Location: Gurugram, Haryana (5 days onsite) Department: Technology | Customer Support Engineering ✈️ Outstation Candidates: Allowed (Relocation required) About the Role 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. Key Responsibilities Own and resolve high-impact customer escalations with clear accountability. Lead incident management, RCA, and post-mortems across teams. Review logs, dashboards, and alerts using tools like Graylog . Build, enforce, and continuously improve SOPs, SLAs, and escalation frameworks . Act as the bridge between Support, Product, and Engineering . Identify recurring issues and drive long-term fixes, not tempora...