About Dover:
Dover is a diversified global manufacturer with annual revenue of over $7 billion. We deliver creative equipment and components, specialty systems, consumable supplies, software and digital solutions, and support services through five operating segments: Engineered Products, Fueling Solutions, Imaging & Identification, Pumps & Process Solutions and Refrigeration & Food Equipment. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for over 60 years, our team of approximately 24,000 employees takes an ownership mindset, collaborating with customers to redefine what's possible.

Designation: Lead Technical SAAS Suppor
tExperience: 8-14 Year
sEducation: B.
ELocation: Bangalore

Roles & Responsibilitie

s:
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 issu
es.Coordinate shift coverage and workload distribution across support tea




ms.Ensure consistent service delivery in a 24x5 / follow-the-sun support mod
el.Team Level Activities a. Mentor and coach support engineers to improve troubleshoot
ingdepth, communication, and customer handling. b. Conduct ticket reviews, quality audits,
andcross-training to reduce knowledge sil
os.Foster a culture of accountability, collaboration, and customer-centric servi
ce.Application Support & Technical Troubleshooting a. Provide L1/L2 support for: b. Inters
hop& other eCommerce platforms c. CPQ solutions (Salesforce CPQ, Oracle CPQ, Apttus, et
c.)Adobe Experience Manager (AEM) and digital experience platforms e. Perform is
suetriage, root cause analysis, replication, and resolution. Escalate effectively to L3 teams with detailed diagnosti
cs.ITIL Service Management Execution a. Drive Incident, Problem, Change, and Knowledge Management practices. b. Lead major incident coordination and post-incident reviews. c.

📌 Lead Technical SAAS Support (Bengaluru)
🏢 Dover India
📍 Bengaluru