Customer Success Lead - Electronics Technical Support & Customer Relations

About the Role

Smart Node, a prominent Indian wireless home automation company, seeks a Techno-Commercial Lead responsible for handling advanced technical escalations and managing customer relationships. This position serves as the central contact for end-customer concerns and channel partners while collaborating closely with the R&D team to resolve product issues. The role operates within the Customer Support & Technical Services department in Vadodara, Gujarat, and offers progression toward team leadership based on performance.

Key Responsibilities

• Resolve complex technical problems that the Support Team cannot address, providing direct troubleshooting assistance.
• Collaborate with support staff to update case statuses and share technical expertise and best practices.
• Contribute to developing and maintaining the product knowledge database.
• Act as the principal liaison for customer concerns, communicating fluently in the customers' regional languages and managing expectations professionally.
• Foster strong, trust-based relationships with key customers and channel partners throughout issue resolution.
• Maintain detailed records of cases, communications, and solutions implemented.
• Prepare regular reports (daily, weekly, monthly) for production and engineering teams and work on improving CRM structures for support and partners.
• Identify and escalate product-related issues from customers or support teams to R&D with clear technical details, ensuring follow-ups until resolution.
• Function as the accountable interface between customers and R&D on product-related matters, sharing recurring problems and feedback for product enhancement.

Required Qualifications & Skills

• 2 to 3 years of experience in technical support, customer success, or a techno-commercial role.
• A solid technical understanding of electronics, IoT, or industrial products relevant to the domain.
• Proficiency in Gujarati, Hindi, and English for effective communication.
• Strong relationship management skills marked by patience, empathy, and professionalism.
• Capability to coordinate effectively with technical and engineering teams, ensuring persistent follow-through to resolution.
• Excellent documentation skills with a keen attention to detail.
• Bachelor’s degree in Electronics and Communication, Electrical Engineering, or equivalent practical experience.

Key Attributes

• Proactive and accountable, consistently following through on commitments independently.
• Composed and solution-focused under pressure, especially during escalations and customer meetings.
• Ability to balance technical knowledge with commercial and relationship sensitivity.
• Eager to learn and develop into a formal team leadership role within the company.

Career Progression

Based on performance and demonstrated ownership, this position offers a clear pathway to lead the Customer Support Team within 6 to 12 months, including taking on direct management duties.

Eligibility

Applicants should have a Bachelor’s degree in Electronics and Telecommunication Engineering, Electronics and Communication Engineering (ECE), Electrical and Electronics Engineering (EEE), Electronics and Instrumentation Engineering, or related fields in Electronics.