Senior Technical Support & Implementation Manager, SaaS / Marketplaces

Location: India, hybrid / remote possible

Do you want to solve complex support cases, lead implementations, and have direct impact on customer satisfaction and retention within an ambitious scale up?

We are a fast growing B2B SaaS company helping brands scale on online channels through software, integrations, automation, and strong partner relationships.

We are looking for a Senior Technical Support & Implementation Manager who can solve complex issues, manage implementations well, and help raise the quality of support across the team.

Own technical support tickets and escalations

Guide customer onboarding and implementation

Investigate issues related to integrations, product data, listings, orders, inventory, pricing, and platform connections

Translate customer issues into clear actions for Product and Development

Support customers through calls, email, and screen sharing

Improve documentation, workflows, and support quality

Help junior team members with prioritization and problem solving

4 to 7 years of experience in technical support, implementation, or customer support, preferably in SaaS or tech

Strong in troubleshooting and structured problem solving

Comfortable working with integrations, data, logic, and issue analysis

Clear communicator, also in urgent or sensitive situations

Strong sense of ownership and follow through

Comfortable working with tickets, documentation, customers, and developers

Fluent in English

Experience in ecommerce, marketplaces, logistics, or 3PL is a strong plus

Ambitious, down to earth, and results driven. International team across Europe and India. Direct communication, little politics.

You get a lot of autonomy, as long as you take ownership and deliver quality.

Salary of 15 to 18 LPA, depending on experience

A lot of responsibility and direct impact

Work in an international SaaS environment

Room to improve processes and grow into a broader support or operations role

Send us your CV or LinkedIn profile with a short motivation. Also tell us, what was the most complex support or implementation case you solved, and how did you approach it?