Customer Support Team Lead

ConfidentialBengaluru / Bangalore, India

4 days ago

Job description

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.

Skills Required

comptia network plus , Predictive Maintenance, Ccna, Itil, Azure IOT, ticketing systems

Create a job alert for this search

Team Lead • Bengaluru / Bangalore, India