Customer Support Team Lead

3 days ago

Bengaluru, Karnataka, India Intellithink Industrial IoT Full time ₹ 15,00,000 - ₹ 25,00,000 per year

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 Solutions

We 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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