Customer Support Team Lead

4 days ago

Bengaluru, India Intellithink Industrial IoT Full time

At Intellithink, we are building intelligent solutions that combine data science, advanced analytics, and domain expertise to solve complex real-world problems. Our work spans across predictive maintenance and industrial AI — helping businesses harness the power of data to improve reliability, efficiency, and decision-making.Customer Support Lead – IoT SolutionsWe are seeking a Customer Support Lead – IoT Solutions to head customer support operations and ensure world-class service for our IoT deployments. This role is pivotal in driving customer satisfaction, retention, and trust by delivering exceptional technical support and leadership.Key Responsibilities- Lead and manage the IoT customer support team to deliver timely, reliable, and customer-centric service.- Troubleshoot and resolve issues related to networking, connectivity, software applications, and IoT solutions.- Establish and refine support processes, escalation paths, and knowledge base documentation.- Act as the primary escalation point for complex technical issues requiring advanced expertise.- Collaborate closely with engineering, product, and field operations teams to ensure smooth deployments and effective problem resolution.- Monitor key support metrics (response time, resolution time, customer satisfaction scores) and drive continuous improvements.- Provide training, mentoring, and development opportunities to support team members.- Champion a customer-first culture by proactively identifying recurring issues and feeding insights into product improvement.Required Skills & Experience- Proven track record of leading customer support teams, ideally in IoT, networking, or enterprise SaaS domains.- Strong expertise in networking, connectivity protocols, and troubleshooting software issues (device-to-cloud, APIs, applications).- Familiarity with IoT platforms, cloud environments, and device management systems.- Excellent communication and interpersonal skills with the ability to simplify technical issues for diverse audiences.- Strong problem-solving skills and analytical thinking- Experience with ticketing systems, remote troubleshooting tools, and incident management practices.Preferred Qualifications- Exposure to predictive maintenance, edge devices, and industrial IoT deployments.- Certification in networking (CCNA, CompTIA Network+), cloud (AWS IoT, Azure IoT), or customer support (ITIL).- Ability to thrive in a fast-paced environment while managing competing priorities.

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