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?