Lead Technical SAAS Support

. Designation: Lead Technical SAAS Support Experience : 8-14 Years Education: B.E Location: Bangalore Roles & Responsibilities: Support Operations a. Lead daily L1/L2 support operations, ensuring adherence to SLAs and support KPIs. b. Act as the escalation point for complex incidents and critical business impacting issues. Coordinate shift coverage and workload distribution across support teams. Ensure consistent service delivery in a 24x5 / follow-the-sun support model. Team Level Activities a. Mentor and coach support engineers to improve troubleshooting depth, communication, and customer handling. b. Conduct ticket reviews, quality audits, and cross-training to reduce knowledge silos. Foster a culture of accountability, collaboration, and customer-centric service. Application Support &