Requirements

• This role requires a hands-on, customer-facing professional with strong experience in technical support, SaaS operations, and enterprise customer management
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• 8+ years of experience in technical support, customer success, operations, or delivery roles within a SaaS or technology-driven environment
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• Strong hands-on experience in working with L2/L3 support models and managing production incidents
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• Experience leveraging automation and AI-driven tools to improve operational efficiency and scalability
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• Experience supporting B2B or B2B2C enterprise products
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• Proven experience working with in-house product and engineering teams
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• Exposure to project or delivery management, ITIL practices is a strong advantage
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• Strong understanding of SaaS platforms, cloud environments (AWS, Azure, GCP), APIs, and troubleshooting methodologies
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• Hands-on experience with support and ticketing tools such as Jira...